Business Analyst, Salesforce Service Cloud
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Job Type
Contract, 9 months +
Location:
Dubai Start Date: ASAP
Job Description
- Role Summary
- A leading retail group in the Middle East is hiring a Business Analyst to join its Customer Technology team, driving delivery across Salesforce Service Cloud, Data Cloud and connected customer experience platforms. This is an end-to-end delivery ownership role, not just requirements-writing — you'll be the bridge between business stakeholders, architects, engineers and vendors.
What you'll do
Lead requirements gathering and functional design across Service Cloud and Data Cloud initiatives Own a workstream end-to-end — scoping, prioritisation, delivery and stakeholder alignment across brands and markets Define functional designs for Customer Care, identity resolution, segmentation and activation use cases Maintain user stories, backlog and sprint readiness in JIRA/Confluence Facilitate workshops, sprint reviews and UAT across teams and vendors Own functional test execution (Functional/SIT/UAT) and defect triage Support go-live readiness, training and post-launch stabilisation
What you'll bring:
5+ years as a BA, Senior BA or Functional Consultant on CRM, Service, Data or Digital platform programmes Strong hands-on experience with Salesforce Service Cloud (case management, omni-channel, automation, reporting) Exposure to Salesforce Data Cloud or an equivalent CDP — highly preferred Solid understanding of integrations, APIs, data flows and cross-system dependencies Strong requirements documentation, process mapping and UAT execution skills Experience with JIRA, Confluence, and Lucidchart/Miro Comfortable in Agile/SAFe environments, working with vendor delivery partners Salesforce Consultant Certification — preferred, not required
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