Business Analyst (CRM)

TL;DR

Business Analyst (CRM): Analyzing and optimizing CRM systems within the banking domain with an accent on customer 360, sales, and campaign modules. Focus on understanding complex bank system integrations with CRM, data mapping, and coordinating UAT for robust system delivery.

Location: Onsite in Dubai, United Arab Emirates

Company

hirify.global is a global provider of digital engineering and IT services, focusing on transforming clients' businesses through technology.

What you will do

• Analyze and understand CRM system capabilities, customer journeys, workflows, sales, and campaign modules.
• Understand surround systems of the bank and define integration approaches with CRM.
• Write comprehensive Business Requirements Documents (BRDs), Functional Specification Documents (FSDs), user stories, and acceptance criteria.
• Coordinate User Acceptance Testing (UAT), prepare test cases, and manage the defect lifecycle.
• Work hands-on with Agile/Scrum methodologies using tools like Jira and Azure DevOps.

Requirements

• 5–8 years of experience as a Business Analyst in the Banking domain.
• Strong understanding of CRM systems, customer 360, and customer servicing journeys.
• Solid technical knowledge in SQL / Database concepts, Data mapping & transformation.
• Proven experience in writing BRDs, FSDs, user stories, acceptance criteria, and process flows.
• Strong experience in UAT coordination, test case preparation, and defect lifecycle management.
• Hands-on experience working with Agile/Scrum methodologies (Jira / Azure DevOps).
• English: B2 required.

Nice to have

• Experience with MS Dynamics 365, MS Power Platform.
• Experience in performance testing, user training, and SOP preparation.
• Certifications such as CBAP, Scrum Master/Product Owner, or CRM certifications.

Culture & Benefits

• Opportunity to work with cross-functional teams in a collaborative environment.
• Emphasis on analytical thinking and problem-solving skills.
• Focus on attention to detail and high-quality documentation.
• Support for developing excellent communication and stakeholder management abilities.