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System Analyst - Microsoft CRM 365 | IKEA | Service Office, Dubai

Dubai IT & Digital Solutions Full Time

Job description

Company description

About Al-Futtaim Private Company LLC

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

About Al-Futtaim IKEA


We are a values-driven company with a passion for life at home. Our vision is to create a better everyday life for the many people.

Al-Futtaim IKEA holds the franchise rights for IKEA in Egypt, Oman, Qatar and the United Arab Emirates.

Job description

About You

You are inspired by working together in fast paced and complex environments and energized by achieving success and results. You act the IKEA culture and values. You want to create a better life for many individuals at their homes.

What’s more, we believe that you have the following knowledge, capabilities and motivation:

  • Live and share the IKEA values every day
  • Post Graduate Certification, Graduate in Computer Science or IT Engineering
  • Microsoft Navision Certification or equivalent
  • 3 years' experience of developing solutions on Microsoft Dynamics CRM
  • Strong understanding of the CRM Platform (Scripting, Plugins, WorkFlows, Dialogs, Client Extensions, SDK).

    BI applications –Power BI/QlikSense or equivalent.

  • Strong strategic, analytical and tactical abilities
  • Proven ability to recognize issues and develop business solutions
  • Utilizing computer technology used for communication, data gathering ,application testing and reporting
  • Good communication and interpersonal skills with an aptitude for communicating complex technical issues to both peers and non-technical co-workers

About the Role

You manage all existing and new business applications to support the IKEA business strategy across all territories that fall under the Al-Futtaim Group. You are responsible for analysis, design, configuration, and support of Master Version processes and system solutions that improve business efficiency and productivity as well as support business goals. You identify and communicate business needs and translate business requirements into technical system requirements and functional specifications.

Key Specific Accountabilities:

Solution Scoping

  • Conduct detailed investigation and documentation of solution requirements in coordination with end & super users. Carry through the agreed and scheduled development with respective consultants & developers.
  • Review existing system capabilities, workflows and scheduling limitations to determine if requested solution or changes are feasible to implement within the current environment.
  • Ensure completeness of technical requirements and functional architecture analysis for the design and implementation of the solution while identifying the gaps or challenges (if any).
  • Perform system analysis, design, and configuration and provides technical guidance on the business impact and opportunities while defining a roadmap of the solution(s)

Digital & Multi-Channel Retailing

  • Manage & implement quarterly Service Packs & Hot Fixes with no or minimal impact to the day to day business operations in all 3 countries.
  • Support the MV-Microsoft Dynamics (Navision), Microsoft CRM 365, MV QlikView / QlikSense, Online Checkout – the IKEA IT infrastructure – ensuring all departments and functionalities are utilised to the full.
  • Implement the Global-IKEA and Al-Futtaim Group’ strategy through delivering the global e-Commerce & One-Web platform to support multi-channel sales, direct to customers and promoting B2B (Business 2 Business) sales
  • Ensure the optimization of existing & new ‘IKEA FAMILY’ (Loyalty Program) strategy while upgrading to Microsoft CRM 365 to create a 350 view of our customers across the region.

Principal Tools & Relation

  • Work closely with Global support team for all centralised IT tools (IXP [EDI], IRW, e-Commerce, PTAG plus, Catalogue production, IKEA Toolbox etc.) which are owned and provided by the principal to ensure effective implementation and seamless integration.
  • Continuous processes & systems’ optimisation to ensure efficiency in the recently launched ‘Central Unit’ & ‘Service Products’ across all regions.

Business Operational Support

  • Provide efficient users’ & operational support for all local & international retail functions (x4 stores, x1 cocp,2 x service offices,3 x e-Commerce) and External warehouse operations (x3 3PL warehouses)
  • Closely work with IKEA & Inter-IKEA Global IT team to support/rollout principle provided tools for co-workers (CDS, etc.) & our customers (Planners, ROIG portals, etc.)
  • Administer all on premise SQL databases to ensure there is continuous Performance Tuning, Query Optimization, using Performance Monitor, SQL Profiler and other related monitoring/troubleshooting tools.

Audit & Compliance

  • Periodically review & audit applications & database authorizations matrix, Roles & permissions and ensure compliance as per IKEA Global & Al-Futtaim Audit.
  • Work/Administer various ETL activities also ensuring proper documentations/approvals are in place.
  • Work with group’ technical team to ensure all database’ backups, Recovery plans & data are in acceptable mode.


A few more things for you

Interest? Then please join us for a rewarding career journey!

We are here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click, “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

Apply now