Job Title: Business Analyst, Salesforce Service Cloud & Data Cloud
Job Type: Contract, 9 months +
Location: Dubai
Start Date: ASAP
Job Description:-
Role Summary-
A leading retail group in the Middle East is hiring a Business Analyst to join its Customer Technology team, driving delivery across Salesforce Service Cloud, Data Cloud and connected customer experience platforms. This is an end-to-end delivery ownership role, not just requirements-writing — you'll be the bridge between business stakeholders, architects, engineers and vendors.
What you'll do:
- Lead requirements gathering and functional design across Service Cloud and Data Cloud initiatives
- Own a workstream end-to-end — scoping, prioritisation, 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/Confluence
- Facilitate workshops, sprint reviews and UAT across teams and vendors
- Own functional test execution (Functional/SIT/UAT) and defect triage
- Support go-live readiness, training and post-launch stabilisation
What you'll bring:
- 5+ years as a BA, Senior BA or Functional Consultant on CRM, Service, Data or Digital platform programmes
- Strong hands-on experience with Salesforce Service Cloud (case management, omni-channel, automation, reporting)
- Exposure to Salesforce Data Cloud or an equivalent CDP — 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/Miro
- Comfortable in Agile/SAFe environments, working with vendor delivery partners
- Salesforce Consultant Certification — preferred, not required