Business Analyst, Salesforce Service Cloud & Data Cloud
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Key skills for this role
Role Overview
A leading retail group 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.
This is an end-to-end delivery ownership role connecting business stakeholders, architects, engineers, and vendors.
Key Skills for This Role
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Role Summary
A leading retail group 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.
This 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, system integration, and user acceptance test 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.
- Salesforce Data Cloud or equivalent customer data platform exposure is highly preferred.
- Understanding of integrations, APIs, data flows, and cross-system dependencies.
- 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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