Business Analyst

About the Role

We are seeking a Technical Business Analyst to join our dynamic KBS team in support of Kroll Settlement Administration (KSA). KSA is a leading provider of class action settlement administration services, helping deliver efficient, accurate, and transparent solutions to clients and claimants.

In this role, you will act as a critical bridge between our U.S.-based case teams, global production operations staff, and our technology group. You will gather requirements directly from client calls and internal business stakeholder meetings, ensuring they are translated into actionable technical specifications.

This is a production operations environment where most work is driven through incoming tickets and service catalog requests that require fast, accurate turnaround. Success in this role means not only capturing requirements clearly but also improving service delivery quality, strengthening communication with clients and internal teams, and increasing throughput with our global team members.

Responsibilities

• Manage and prioritize incoming work tickets through the service catalog, ensuring timely assignment and turnaround.

• Partner closely with U.S. case teams in KSA to understand business requirements for technology requests, including:

  • Data imports, updates, and reconciliations

  • Electronic data collection websites and tools

  • Custom reporting, dashboards, and workflows

• Actively participate in internal business stakeholder and client meetings to capture requirements accurately and completely.

• Translate business requirements into clear functional and technical specifications for the technology team.

• Work under the Customer Success Director to ensure business requests are delivered on time, with high quality, and aligned to customer expectations.

• Support quality assurance by validating requirements against delivered solutions.

• Provide proactive, transparent communication to case teams, technology partners, and clients.

• Help improve the effectiveness of global production operations by clarifying requirements, facilitating stronger communication, and driving accountability.

• Identify opportunities to streamline and improve processes across production operations and technology delivery.

Qualifications

• 2–4 years of experience as a Business Analyst, Technical Analyst, or in a related role (open to strong junior candidates with the right skills).

• Exceptional communication and listening skills, with the ability to confidently interact with clients and internal business stakeholders.

• Strong analytical and problem-solving skills; comfortable working with data.

• Excellent organizational skills; able to manage multiple requests in a fast-paced, ticket-driven environment.

• Familiarity with technology project lifecycles, requirement gathering, and user acceptance testing.

• Experience working with databases, reporting tools, or web-based applications is a plus.

• Flexibility to work U.S. Eastern Hours (9–6 p.m. or 10–7 p.m. ET).

• Bachelor's degree in Information Systems, Business, or a related field preferred.

What Success Looks Like

• Customer Satisfaction: Case teams and clients report improved experiences with stronger communication, fewer escalations, and higher confidence in deliverables.

• Requirement Quality: Requirements are captured accurately the first time, reducing back-and-forth and minimizing rework.

• Throughput & Efficiency: Global team members handle more requests successfully because tickets are well-scoped, blockers are removed, and communication is clear.

• Turnaround Speed: Ticket and service catalog requests meet or exceed SLA targets, with faster, more consistent delivery.

• Data Accuracy & Integrity: Imports, updates, and reconciliations are executed with fewer errors, improving trust in client reporting and websites.

• Proactive Problem-Solving: Recurring pain points in production processes are identified and addressed, not just "worked around."

• Stakeholder Confidence: Business stakeholders and technology teams view this role as the go-to conduit for alignment between business and tech.

• Collaboration & Knowledge Sharing: Documentation, ticket notes, and requirements are consistently clear, enabling seamless execution by global team members.

Why Join Us?

At Kroll Business Services (KBS), you'll be part of a collaborative and high-energy team working on complex, meaningful projects that directly impact our clients. You'll gain exposure to both the business side of settlement administration (KSA) and the technology that powers it, developing valuable expertise and advancing your career in a growing global organization.

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