Part of the Handl Group of Companies, MLA is a recognised Tier 1 MedCo accredited provider with over 30 years' experience delivering expert reporting services across the legal and insurance sectors. We deliver quality, efficiency, and value across RTA, Industrial Disease, Military Claims, Housing Conditions Claims and a growing range of specialist services.
Our reputation is built on operational excellence, compliance, and trusted relationships with law firms, claims organisations, insurers, and expert witnesses nationwide. We continue to grow by doing things the right way, with an increasing focus on digital transformation, data-driven decision making, and intelligent use of technology.
MLA is investing in its technology and project delivery capability, and this is a newly created role at the heart of that journey. Reporting directly to the Head of IT, Projects & Reporting, the Business Analyst will act as the critical bridge between the operational business and IT, translating complex business needs into clear, deliverable requirements that drive real change.
The business operates a legal case management system alongside a Microsoft 365 and Azure environment, with a growing portfolio of workflow automation and integration projects. There is significant demand for improvement across operational processes, and this role exists to channel that demand into structured, well-evidenced work that development and delivery teams can execute with confidence.
This is a hands-on role for someone who thrives on engaging with stakeholders across the business, understanding what is really needed (not just what is asked for), and producing requirements and documentation that make projects succeed. You will work closely with the Head of IT, Projects & Reporting throughout the full project lifecycle, providing the analytical and documentation capability that underpins effective delivery.
Key Responsibilities
Requirements Gathering & Analysis
- Engage with stakeholders across all departments, including Operations, Commercial, Finance, Supply, Medical, and HDR, to identify business needs and pain points.
- Facilitate workshops, interviews, and process walkthroughs to elicit and document detailed requirements.
- Distinguish between symptoms and root causes, challenging assumptions and asking the right questions to surface the real problem.
- Produce clear, concise, and well-structured business requirements documents (BRDs), functional specifications, and user stories as appropriate to the project.
- Maintain a requirements backlog and ensure traceability from business need through to delivered solution.
- Prioritise requirements using structured methods, working with the Head of IT, Projects & Reporting and relevant stakeholders to manage scope and expectations.
Process Mapping & Improvement
- Document current-state (as-is) business processes across operational and support functions, identifying inefficiencies, manual workarounds, and risks.
- Develop future-state (to-be) process designs in collaboration with stakeholders and the IT team.
- Support the identification and delivery of process automation and improvement opportunities across operational and administrative functions.
- Maintain an up-to-date process library as a reference resource for IT, Operations, and compliance purposes.
- Conduct gap analysis between existing processes and desired outcomes, presenting findings and options clearly to inform decision-making.
Project Support & Delivery
- Work alongside the Head of IT, Projects & Reporting throughout the project lifecycle, from initial scoping through to post-implementation review.
- Produce and maintain key project artefacts including business cases, impact assessments, scope documents, acceptance criteria, and test plans.
- Coordinate user acceptance testing (UAT) activity, working with business stakeholders to define test cases, manage defects, and obtain sign-off.
- Support change management activity by producing clear communications, training materials, and user-facing guidance documentation.
- Coordinate with internal teams and external technology suppliers to ensure requirements are understood, agreed, and delivered correctly.
- Track and manage open issues, risks, and actions across live projects, escalating to the Head of IT, Projects & Reporting where necessary.
Stakeholder Engagement & Communication
- Build and maintain effective working relationships with stakeholders at all levels, from frontline caseworkers to senior leadership.
- Present findings, options, and recommendations clearly in both written documents and verbal briefings, adapting style and depth of detail for the audience.
- Manage stakeholder expectations throughout project delivery, ensuring transparency on scope, timelines, and priorities.
- Act as a point of contact for business-side queries on live IT projects and initiatives, helping to triage and prioritise incoming demand.
- Influence collaborators to support business projects and build consensus around proposed solutions.
Governance & Compliance
- Produce documentation in support of compliance requirements including ISO 9001, ISO 27001, and Cyber Essentials.
- Ensure that requirements and proposed solutions are assessed against MLA's data protection obligations under UK GDPR, escalating to the appropriate stakeholder where data handling is a consideration.
- Support supplier engagement activity, including requirements scoping for third-party development work, review of technical proposals, and assessment of delivered solutions against agreed specifications.
- Contribute to the maintenance of internal policies, procedures, and operational documentation as the business evolves.
Skills & Experience
Essential
- Proven experience in a Business Analyst, Business Systems Analyst, or equivalent requirements-led role, within a professional services, regulated, or structured operational environment.
- Strong ability to gather, analyse, document, and communicate both business and functional requirements to technical and non-technical audiences.
- Demonstrable experience eliciting requirements through structured stakeholder engagement (interviews, one-to-one sessions, process walkthroughs or workshops) and documenting the resulting needs.
- Experience producing high-quality requirements and process documentation, such as requirements documents, process maps and functional specifications.
- Confident stakeholder management and facilitation skills, with the ability to engage credibly at all levels of an organisation, including senior leadership.
- Experience conducting gap analysis and process improvement work, with a practical eye for what is achievable and what adds genuine value.
- Comfortable working with data and able to use Excel to analyse, validate, and present information to support decision-making.
- Strong attention to detail and a structured, methodical approach to problem solving.
- Ability to manage multiple workstreams and competing priorities in a fast-paced environment without close management.
- Clear and professional written and verbal communication skills, with the ability to adapt output for different audiences.
Desirable
- Experience working with legal case management systems or operational workflow platforms.
- Familiarity with Microsoft 365, Power Automate, or related workflow and integration tooling.
- Experience working in a legal services, medico-legal, insurance, or regulated professional services environment.
- Exposure to Agile delivery methodologies, including writing and managing user stories, sprint planning, and backlog refinement.
- BCS International Diploma in Business Analysis, or equivalent formal BA qualification.
- Understanding of UK GDPR, information governance principles, or compliance-led operating environments.
- Experience scoping and managing requirements across third-party technology supplier boundaries.
Education & Qualifications
Education
Bachelor's degree preferred, or equivalent demonstrable professional experience.
Professional
BCS Business Analysis qualification or equivalent desirable; not essential if experience is strong.
Experience
Minimum 3 years in a Business Analyst or closely related role involving requirements gathering, process analysis, or service/process transition.
Why Join Us?
- A newly created role with real scope to shape how business analysis is practised at MLA.
- Work directly with the Head of IT, Projects & Reporting on a broad and varied technology and process improvement roadmap.
- Genuine opportunities for professional development and career progression as the function grows.
- Be part of a growing, ambitious business where your contributions are visible and valued at all levels.
- Collaborative, inclusive culture in modern Liverpool City Centre offices.
- Competitive salary up to £45,000 dependent on experience, with a strong benefits package.
Pay: Up to £45,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Private medical insurance
Ability to commute/relocate:
- Liverpool L2 2NZ: reliably commute or plan to relocate before starting work (required)
Application question(s):
- How many years of business analysis or requirements-gathering experience do you have?
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Liverpool L2 2NZ
