CRM Business Analyst

Overview We are seeking an experienced Arabic Speaking Business Analyst with strong functional knowledge of CRM platforms—such as Microsoft Dynamics 365, Salesforce, Zoho, or similar systems—to join our growing team. The successful candidate will act as a liaison between business stakeholders and technical teams, helping to translate business requirements into CRM solutions that support our strategic goals and improve customer engagement. Responsibilities Requirements Gathering and Analysis: Collaborate with business stakeholders across Sales, Marketing, Customer Service, Operations to elicit, analyze, and document detailed business requirements for CRM enhancements, new features, and system integrations. Conduct in-depth analysis of current business processes, identifying pain points, inefficiencies, and opportunities for improvement within the CRM landscape. Translate complex business requirements into clear, concise, and actionable functional specifications, user stories, use cases, and process flows. CRM Platform Expertise: Leverage strong functional knowledge of CRM platforms to provide expert guidance on system capabilities, best practices, and potential solutions. Understand configuration options and customization capabilities within the CRM platform to propose effective solutions that meet business needs without excessive custom development where possible. Solution Design and Implementation Support: Work closely with technical teams (developers, solution architects) to design and validate CRM solutions that align with business requirements and technical architecture. Participate in solution design sessions, offering insights into functional feasibility and user experience. Support the entire project lifecycle from initiation to deployment, including solution consulting, production support, and continuous improvement. Testing and Quality Assurance: Develop comprehensive test plans, test cases, and execute User Acceptance Testing (UAT) to ensure solutions meet business requirements and are free of defects. Work with QA teams to ensure thorough testing and validate system functionality. Reporting and Data Analysis: Design, develop, and maintain CRM reports, dashboards, and analytics to provide actionable insights into customer behavior, sales performance, marketing campaign effectiveness, and service metrics. Conduct data analysis to identify trends, opportunities, and areas for strategic decision-making. Stakeholder Management and Communication: Act as a primary liaison between business users and IT teams, fostering strong relationships and ensuring effective communication throughout projects. Facilitate meetings, workshops, and presentations to gather information, present solutions, and secure approvals. Communicate complex technical concepts to non-technical stakeholders in an understandable manner. Training and Documentation: Develop and deliver training materials and sessions for end-users to ensure effective adoption and utilization of CRM systems. Create and maintain comprehensive documentation, including process flows, user guides, functional design documents, and system configurations. Required Skills & Experience Bachelor’s degree in computer science, Information Technology, Business, or a related field. 8+ years of experience as a Business Analyst, preferably focused on CRM platforms. Demonstrable strong functional knowledge and hands-on experience with at least one major CRM platform (e.g., Microsoft Dynamics 365, Salesforce, Zoho). Experience with multiple platforms is a significant plus. Proven ability to gather, analyze, and document complex business requirements and translate them into functional specifications. Strong understanding of CRM processes across Sales, Marketing, and Customer Service. Experience with Agile and Waterfall project methodologies. Proficiency in data analysis and reporting tools (e.g., Excel, SQL, Power BI, Tableau). Excellent communication, interpersonal, and presentation skills. Strong analytical, problem-solving, and critical thinking abilities. Ability to work independently and collaboratively in a fast-paced, dynamic environment. Certifications in relevant CRM platforms (e.g., Salesforce Administrator, Microsoft Certified: Dynamics 365 Functional Consultant) are highly desirable. Preferred Qualifications Ability to work independently and collaboratively in a fast-paced, dynamic environment. Certifications in relevant CRM platforms (e.g., Salesforce Administrator, Microsoft Certified: Dynamics 365 Functional Consultant) are highly desirable. Experience with Agile/Scrum methodologies. Experience with CRM integration projects (e.g., integrating CRM with ERP, marketing automation, or customer service platforms). Knowledge of project management tools (e.g., JIRA, Azure DevOps). Experience with process modeling tools (e.g., Visio, Lucidchart). Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr