Senior Business Analyst - Salesforce Delivery (Airlines Industry)

The Firm: Arcsen is a leading global technology consulting firm specializing in providing innovative solutions and expert guidance to businesses across EMEA. With a commitment to excellence, Arcsen partners with industry giants such as Salesforce, MuleSoft, Tableau, Slack, and Sprout, Certinia, and Splunk, ensuring clients receive top-tier services tailored to their unique needs. About the role Arcsen is a Salesforce implementation partner delivering CRM transformation across retail, automotive, education, airline, and public sector clients in the Middle East. We're hiring a mid-level Business Analyst to join our delivery team and own requirements work end to end across active client engagements from discovery through to UAT and handover. You'll work alongside solution architects, and technical consultants, translating business needs into clear, buildable Salesforce solutions. This is a hands-on delivery role with room to grow into solution design and presales.

Responsibilities

• Lead requirements-gathering workshops and discovery sessions with client stakeholders, capturing business processes, pain points, and objectives
• Produce clear delivery artifacts: BRDs, user stories, process flows (BPMN), data mapping documents, and UAT plans
• Translate business requirements into functional specifications that solution and technical teams can build against
• Configure and support Salesforce solutions where needed, and validate that delivered functionality meets requirements
• Manage UAT cycles coordinating test scripts, tracking defects, and driving sign-off
• Maintain backlogs and requirement traceability across the project lifecycle
• Support presales and scoping activities, including effort estimation and proposal input
• Act as a communication bridge between client stakeholders and the delivery team throughout the engagement
• Desired Candidate Profile 5+ years of business analysis experience, or 2+ years working specifically on Salesforce implementations
• Proven experience in the Airline & Aviation Industry is required
• 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 with confidence
• Familiarity with process modeling (BPMN 2.0 a plus) and Agile delivery
• Strong analytical thinking and attention to detail
• Excellent written and spoken English; Arabic is an advantage given our regional client base
• Nice to have Salesforce certifications (Administrator, Business Analyst, or cloud-specific consultant certs)
• Experience with MuleSoft, Agentforce, or data migration projects
• Prior experience at a consulting or implementation partner