• Work with the business to perform Gap Analysis, current state mapping, and requirements for designing an effective future state process. Identify and define detailed product requirements and use cases.• Quickly learn about a new topic and present it with a level of fluency by emerging technologies.• Collaborate within a team to innovate new ideas and best practices for clients.• Collaborate with project sponsors to determine project scope and vision.• Identify and establish the scope and parameters of requirements analysis on a project-by-project basis to define project impact, outcome criteria, and metrics.• Translate conceptual user requirements into functional requirements in a clear manner that is comprehensible to developers/project team.• Where applicable, develop prototypes of interfaces and attributes based on the user requirements.• Create process models, specifications, diagrams, and charts to provide direction to developers and/or the project team.• Develop process and system requirements and communicate those requirements to offshore developers.• Embrace change management activities and execute/champion tactics that support organization change.• Participate in the validation process of purchased solutions to ensure features and functions have been enabled and optimized based on specified requirements.• Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.• Have oversight into product configuration and support the implementation of new products into the system.

• Leading the CRM, Integration & Digital team to work in synergy and effectiveness to achieve the business objectives• Respond to commercial team requests regarding products, services, and Promotions.• Ensuring the development of all products/promotions/services according to the requirements on all channels.• Monitoring systems and applications’ performance and ensuring the day-to-day smooth running of systems, as well as analyzing deployed products and subsequently reporting developmental areas to improve the functionality of systems. • Optimizing systems’ design and architecture to achieve the highest level of operational efficiency and systems availability. • Ensuring consistency of design elements and interactive behaviors within the integration middleware and across entire projects. • Administrating and maintaining customer touchpoints, as well as communicating requirements to vendors and ensuring that problems are followed up and resolved in a timely manner. • Setting security controls according to the confidentiality and sensitivity levels and reporting security breaches.

• Create effective business outcomes through the implementation, support, and ongoing evolution of the use of the CRM system.• Manage the development, deployment, and ongoing maintenance of Salesforce; and effectively manage the CRM team and workload. • Acts as the interface between the ICT Systems Team, implementation partners, and operational business units to ensure that the system meets defined needs.• Responsible for creating and documenting business requirements, report development as well as supporting end-user training.• Managing change in business processes and systems with the introduction of Salesforce CRM. • Managing the workload of the team; and prioritizing service requests.• To maintain99.999% availability throughout the year which are monitored and audited by Zain Group in addition to local Management.

Support marketing products owners to achieve Zain commercial targets in terms of revenues, subscriber base, and customer experience by:• Ensuring the development/testing of all products/promotions/services according to the requirements and within the tight deadline forced by the market competitive condition.• Finding solutions for challenges faced to meet the dynamic market requirements. • Play a proactive rule in product design to support owners in building their business models.• Managing the commercial roadmap: Help in Setting deadlines with the IT & distribute the work.• Manage delays, Manage expectations, and most importantly Delivery.

• Contributes to information systems testing plans and procedures, to ensure that the final product observes the company quality standards.• Supports end-users with application problems and system errors• Analyzes IT system requirements• Suggests and implements infrastructure and process improvements.• Maintains appropriate documentation.