Senior Business Analyst - Salesforce Delivery (Airlines)

About the role

Arcsen, a global technology consulting firm, is a Salesforce implementation partner delivering CRM transformation for clients in retail, automotive, education, airline and public sector sectors in the Middle East. It is hiring a mid-level Business Analyst to join its delivery team and own requirements work end to end, from discovery through to UAT and handover. You will work alongside solution architects and technical consultants, turning business needs into buildable Salesforce solutions, in a hands-on delivery role with room to grow into solution design and presales.

Key responsibilities

• Lead requirements-gathering workshops and discovery sessions with client stakeholders, capturing business processes, pain points and objectives.
• Produce delivery artifacts: BRDs, user stories, BPMN process flows, data mapping documents and UAT plans.
• Translate requirements into functional specifications for solution and technical teams.
• Configure and support Salesforce solutions where needed and validate that delivered functionality meets requirements.
• Manage UAT cycles: coordinate test scripts, track defects and drive sign-off.
• Maintain backlogs and requirement traceability across the project lifecycle.
• Support presales and scoping, including effort estimation and proposal input.
• Act as a communication bridge between client stakeholders and the delivery team.

Required profile

• 5+ years of business analysis experience, or 2+ years on Salesforce implementations.
• Solid understanding of CRM concepts and at least one Salesforce cloud (Sales, Service, Marketing or Data Cloud).
• Proven ability to write structured requirements documentation (BRDs, user stories, acceptance criteria).
• Experience facilitating workshops and managing client-facing communication.
• Strong analytical thinking, attention to detail and excellent written and spoken English; Arabic is an advantage.

Required skills

• Familiarity with process modeling (BPMN 2.0 a plus) and Agile delivery.
• Nice to have: Salesforce certifications (Administrator, Business Analyst, cloud-specific consultant), MuleSoft, Agentforce or data migration experience, exposure to core industries, and prior consulting or implementation partner experience.

What we offer

• High-impact Salesforce transformations for leading regional brands.
• Structured BA practice with frameworks, mentorship and a clear progression path.
• Exposure across multiple industries and the full Salesforce platform.
• Attractive packages and performance compensation.
• Full work comfort, ability to work remotely, health insurance, paid time off and holidays.