Business System Analyst

Liberty Mutual Insurance•Boston, MA

8h•$57,000 - $101,000

About The Position

Liberty Mutual’s Digital Communication, Knowledge Management and Learning portfolio is hiring a Business Systems Analyst to support its Knowledge Management (KM) platform and processes. Knowledge supports employee onboarding and customer service, and is an important input to the company’s AI efforts. The analyst will manage access, assess the effects of organizational and platform changes, and translate business needs into clear requirements. The role works with the Knowledge Management product team, Technology, Knowledge Development Solutions (KDS), and vendors. The analyst applies Associate Business Analyst skills or equivalent experience to analyze access, workflow, and requirements. They research and present findings, recommend changes based on organizational and platform changes, incident trends, and partner feedback, and respond to data- and access-related inquiries. The work also includes process documentation, stakeholder alignment, testing and incident support, change management, reporting, and presentations.

Requirements

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 skills, including the ability to facilitate discussions and gain stakeholder sign-off.
Strong attention to detail and ability to manage multiple priorities.

Nice To Haves

Past experience with knowledge management tools such as 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.

Responsibilities

Create new and specialized user groups, including eGain Admin and myAccess/IDP setup; map new departments and job codes to existing groups and test mappings based on KDS decisions.
Lead non-content access troubleshooting with Technology, including provisioning and licensing issues; maintain the access intake form, process, and Help Desk scripts.
Assess how changes to job and department codes affect portals, profiles, and technology, and recommend solutions in partnership with GRS, the Product Owner, and Technology.
Elicit, document, and validate requirements for vendor workflow, ERA/accuracy tools, publishing, reporting, access, and integrations; translate business needs into user stories, acceptance criteria, business rules, and process flows.
Document current- and future-state processes, risks, dependencies, workflow rules, and accuracy tool validation requirements.
Facilitate requirement reviews, obtain sign-off, and define handoffs between KDS, IT, Product, Compliance, vendors, and business users.
Support test cases, user acceptance testing coordination, and defect tracking; support root cause analysis and turn recurring issues into backlog items.
Produce job aids, FAQs, and release notes; support process improvements and prepare standard and ad hoc reports.
Research, analyze, and present findings, and recommend changes based on organizational changes, platform changes, incident trends, and partner feedback.
Develop presentations and share findings and recommendations.
Respond to data- and access-related inquiries.
Seek guidance from the manager and experienced staff to support professional growth.