Business Analyst, Salesforce Service Cloud & Data Cloud
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Key skills for this role
Role Overview
A leading retail group in the Middle East is hiring a Business Analyst for its Customer Technology team.
The role drives delivery across Salesforce Service Cloud, Data Cloud, and connected customer-experience platforms.
It is an end-to-end delivery ownership role connecting business stakeholders, architects, engineers, and vendors.
Key Skills for This Role
Full Job Posting
Role summary
A leading retail group in the Middle East is hiring a Business Analyst for its Customer Technology team.
The role drives delivery across Salesforce Service Cloud, Data Cloud, and connected customer-experience platforms.
It is an end-to-end delivery ownership role connecting business stakeholders, architects, engineers, and vendors.
Job details
- The job type is contract.
- The location is Dubai.
- The expected start date is ASAP.
What you will do
- Lead requirements gathering and functional design across Service Cloud and Data Cloud initiatives.
- Own workstreams end to end, including scoping, prioritization, 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 and Confluence.
- Facilitate workshops, sprint reviews, and UAT across teams and vendors.
- Own functional testing, SIT, UAT execution, and defect triage.
- Support go-live readiness, training, and post-launch stabilization.
What you will bring
- At least five years as a Business Analyst, Senior Business Analyst, or Functional Consultant on CRM, service, data, or digital platform programmes.
- Strong hands-on Salesforce Service Cloud experience covering case management, omni-channel, automation, and reporting.
- Exposure to Salesforce Data Cloud or an equivalent customer data platform is 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 or Miro.
- Comfort working in Agile or SAFe environments with vendor delivery partners.
- Salesforce Consultant Certification is preferred but not required.
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