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
About Us
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://www.libertymutualgroup.com/about-lm/careers/benefits

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

Fair Chance Notices

- California (https://jobs.libertymutualgroup.com/wp-content/uploads/2024/02/ca-fair-chance-act.pdf)
- Los Angeles Incorporated (https://bca.lacity.gov/Uploads/fciho/FCIHO-factsheet-2024-03-05.pdf)
- Los Angeles Unincorporated (https://jobs.libertymutualgroup.com/wp-content/uploads/2025/01/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf)
- Philadelphia (https://jobs.libertymutualgroup.com/wp-content/uploads/2024/02/pa-philadelphia-fair-chance-law.pdf)
- San Francisco (https://jobs.libertymutualgroup.com/wp-content/uploads/2024/02/ca-san-francisco-fair-chance.pdf)