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Business Analyst – etihad


Business Analyst etihad Abu Dhabi UAE – Apply Now!

The Global Sales team works closely with Travel management Companies, Corporates and Tour Operators across the world. Sales CRM (salesforce) is used widely to manage and support various stages of sales process.

The Salesforce Business Analyst is responsible for understanding and analysing business requirements related to Salesforce, designing Salesforce solutions to meet those requirements, and delivering a range of enhancements and system administration support for a suite of products used by Etihad within supporting Sales systems and field sales teams around the world.


  • Supports applications and liaises with multiple program, product and sales team leaders to determine current and future CRM needs and enhancements
  • Responsible for designing, coding, and implementing Salesforce applications working in conjunction with IT.
  • Prepare detailed project artifacts, including: business scope and requirements, user stories/user scenarios, wireframes, process maps, screen flow diagrams, business rules, business data models, user security needs, test plans, and project plans.
  • Act as a subject matter expert on Salesforce and industry processes and practices.
  • Support end-users by providing training and documentation on Salesforce solutions.
  • Identify areas for improvement and optimization of Salesforce solutions, and work with stakeholders to implement those improvements.
  • Perform user acceptance testing.

Education & Experience

  • Bachelor’s, Associates or Certifications in MIS, CS, IT or equivalent work experience
  • 3+ year of industry experience in either as a Salesforce administrator or developer.
  • Should have experience working as a business analyst for a CRM.
  • Should have experience in Salesforce Digital Experiences, and Sales Cloud.
  • Must have good knowledge in SFDC configuration like flows, duplicate rule, validation rules, assignment rules etc. Customization, programming with APEX Class/Triggers/ APIs, Aura and LWC
  • Knowledge of creating Salesforce data models and understanding of how to leverage the tool to meet complex process and reporting requirements.
  • Completed Salesforce ‘Trailhead’ courses (Salesforce Platform Basics, Data Modeling, Data
  • Management, Lightening Experience Basics, Features and Customization)
  • Deliver support and solutions for break/fix issues.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.

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