Business System Analyst

Description

• Liberty Mutual’s Digital Communication, Knowledge Management and Learning portfolio is looking to hire a Business Systems Analyst. Knowledge is a critical product for our business. It helps new hires ramp up, supports existing employees in serving customers accurately and, as AI grows, is becoming a key input to our other AI efforts. In this role, you’ll keep that product running smoothly by managing who has access to what, assessing the impact of organizational and platform changes, and turning business needs into clear requirements. You’ll work closely with the Knowledge Management product team, Technology, Knowledge Development Solutions (KDS) and our vendors.

• Responsibilities:

• Applies skills from the Associate Business Analyst role, or equivalent experience, to analyze how the Knowledge Management (KM) platform and its processes work, with a focus on access, workflow and requirements.

• Researches, analyzes and presents findings, and recommends changes based on organizational changes, platform changes, incident trends and partner feedback.

• Seeks guidance from the manager and experienced staff to support professional growth.

• Spends majority of time on a combination of the following:

• Access and user groups: Creates net new and specialized user groups, including eGain Admin and myAccess/IDP setup. Maps new departments and job codes to existing groups and tests the mappings, based on KDS decisions.

• Troubleshooting: Leads non-content access troubleshooting with Technology, including provisioning and licensing issues. Maintains the access intake form, process and Help Desk scripts.

• Organizational change: Assesses how changes to job and department codes affect portals, profiles and technology, and recommends solutions. Partners with GRS, the Product Owner and Technology on platform change impacts.

• Requirements: Elicits, documents and validates requirements for vendor workflow, ERA/accuracy tools, publishing, reporting, access and integrations. Translates business needs into user stories, acceptance criteria, business rules and process flows.

• Process documentation: Documents current-state and future-state processes, risks and dependencies, plus workflow rules and accuracy tool validation requirements.

• Stakeholder alignment: Facilitates requirement reviews, obtains sign-off and defines handoffs between KDS, IT, Product, Compliance, vendors and business users.

• Testing and incidents: Supports test cases, UAT coordination and defect tracking. Supports root cause analysis and turns recurring issues into backlog items.

• Change management and reporting: Produces job aids, FAQs and release notes. Supports process improvements and prepares standard and ad hoc reports.

• Develops presentations and shares findings and recommendations.

• Responds to data and access-related inquiries.

Qualifications

• Experience eliciting and documenting requirements, including user stories, acceptance criteria, process flows and business rules

• Working knowledge of user access management concepts, such as role-based access, provisioning and directory services

• Ability to troubleshoot complex issues with technical partners and explain them in plain language

• Experience supporting user acceptance testing and defect tracking

• Strong written and verbal communication, with the ability to facilitate discussions and gain stakeholder sign-off

• Strong attention to detail and the ability to manage multiple priorities

• Preferred

• Past experience with knowledge management tools (e.g., eGain or a comparable platform)

• Experience working with vendors

• Familiarity with content workflow, approval and publishing models

• Experience with incident management and root cause analysis

• Insurance or other regulated financial industry experience

• Employees may apply for a new role after completing 12 months of employment in their current position.

• Employees should review all role requirements and apply only for positions for which they are eligible. Hiring processes may vary by country, including differences in procedures, requirements, and timelines. For country-specific details, please consult your local recruiting / HR team.