Customer Relationship Management Business Analyst
Xebia Abu Dhabi
Job Description
Hi,Xebia is hiring for Business Analyst- CRM Role
Exp- 5+ years
We are seeking an experienced Senior Business Analyst-CRM with strong expertise in Dynamics 365 Customer Service and hands-on experience with Microsoft Copilot capabilities. The ideal candidate will play a key role in designing, implementing, and enhancing solutions while collaborating closely with the Product Owner to deliver high-value features aligned with product vision and roadmap.
Key Responsibilities- Lead the design, configuration, and implementation of Dynamics 365 Customer
- Collaborate closelywith the ProductOwner to understand productbacklog, priorities, and user stories
- Translate product requirements into scalable and efficient Dynamics365 solutions
- Implement and optimize Copilot(AI-powered features) with in Dynamics 365 to enhance productivity and customer experience
- Customize and configure entities, workflows, business rules, and integrations
- Work within Agile teams, contributing to sprint planning,backlog refinement, and
- Provide expertise across Power Platform (Power Apps, Power Automate)
- Ensure seamless integrations with external systems (APIs, Azure services, third-party tools)
- Conduct testing, documentation, and user enablement activities
- Provide ongoingsupport and continuous improvement aligned with product roadmap
- Mentor junior team members and contribute to best practices
- Bachelor's degreein Computer Science,IT, or related field
- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant
- 5+ years of experience in Dynamics 365 CustomerService / CE
- Proven experience with Dynamics365 Copilot / AI features
- Strong knowledge of case management, SLAs, queues, and knowledge base
- Experience with Power Platform
- Solid understanding of Dataverseand security models
- Experience integrating with Azure servicesand APIs
- Experience with Omnichannel for Customer Service
- Familiarity with Azure OpenAI / AI services
- Experience workingin Agile productteams
- Strong communication and collaboration skills
- Product-Oriented Thinking
- Solution Design C Architecture
- AI-Driven Innovation (Copilot)
- Collaboration with Product Owner
- Continuous Delivery C Improvement
- Additional Microsoft certifications (Power Platform, Azure)
- Experience in large-scale enterprise environments
- Domain experience (aviation, etc.)
Cognizant ConsultingAbu Dhabi
in the world.
Role Overview
The Business Analyst will be responsible for analyzing business needs, gathering and clarifying requirements, preparing functional documentation, supporting delivery teams, and ensuring that solutions are clearly defined, validated...
Cognizant ConsultingAbu Dhabi
Job Description
Role Summary
The Business Analyst (BA) for on-premise MDM applications acts as the bridge between business stakeholders, data owners/stewards, and technical delivery teams to define and deliver MDM capabilities. The BA leads...
staff connect uaeAbu Dhabi
Job Description
Key Responsibilities
• Assist in gathering and documenting business and functional requirements from stakeholders.
• Support gap analysis activities between existing systems/processes and business requirements.
• Prepare Business...