Senior Business Analyst - Dynamics 365 CRM (m/f/d)

We are seeking a highly experienced Senior Business Analyst with strong hands-on expertise in Microsoft Dynamics 365 CRM. The ideal candidate will play a key role in gathering business requirements, designing and improving customer-related processes, and leading the implementation of sales automation and customer service modules. The analyst will work closely with business stakeholders, IT teams, and vendors to ensure the CRM platform is tailored to meet ADNIC’s strategic and operational goals.

Key Responsibilities:

• Collaborate with business units to gather, analyze, and document requirements for the CRM platform, focusing on sales and customer service automation.
• Design and implement scalable business processes within Microsoft Dynamics 365 Sales and Customer Service modules.
• Map existing workflows and recommend CRM-enabled improvements to optimize lead management, opportunity tracking, case management, and service delivery.
• Drive the implementation of a unified Customer 360 view by identifying and integrating key data sources across touchpoints.
• Create detailed functional specifications, user stories, and process flows to support CRM configuration and customization.
• Conduct gap analysis between current and target state processes, ensuring alignment with business needs and CRM capabilities.
• Coordinate with technical teams and external partners to ensure successful solution delivery and system integration.
• Lead UAT efforts and facilitate training sessions to ensure adoption and user readiness across departments.
• Ensure CRM implementation complies with data privacy, regulatory, and governance standards.
• Provide post-implementation support and continuous improvement recommendations based on user feedback and analytics.
  
  

Qualifications & Experience:

• Bachelor’s degree in Business, Information Systems, or a related field.
• 10+ years of experience as a Business Analyst, with at least 4 years in CRM projects and 2+ years hands-on experience with Microsoft Dynamics 365 CRM.
• Strong knowledge of CRM sales and customer service modules, workflows, business rules, and data modeling within Microsoft Dynamics.
• Proven experience delivering Customer 360 initiatives with data integration across multiple systems (e.g., policy, claims, customer service).
• Excellent understanding of customer lifecycle management, sales operations, and service delivery in the insurance sector.
• Demonstrated ability to translate business needs into technical solutions and functional designs.
• Exceptional communication, facilitation, and stakeholder management skills.
• Experience working in agile, cross-functional teams and managing CRM vendors or implementation partners.
  
  

Senior Business Analyst - Dynamics 365 CRM in Abu Dhabi, United Arab Emirates