Business System Analyst

Liberty Mutual•Boston, MA

About The Position

Liberty Mutual’s Digital Communication, Knowledge Management and Learning portfolio is seeking a Business Systems Analyst to help keep its Knowledge Management (KM) product running smoothly. The role manages access, assesses the effects of organizational and platform changes, and translates business needs into clear requirements. The analyst works closely with the KM product team, Technology, Knowledge Development Solutions (KDS), and vendors. The analyst applies skills from an Associate Business Analyst role or equivalent experience to examine the KM platform and its processes, especially access, workflow, and requirements. They research and present findings, recommend changes based on organizational or platform changes, incident trends, and partner feedback, and seek guidance from their manager and experienced staff to support professional growth. The position covers access and user-group administration; non-content access troubleshooting; assessment of organizational changes; requirements elicitation and documentation; process documentation and stakeholder alignment; testing and incident support; change management, reporting, and responding to data and access inquiries.

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 the 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 job and department code changes affect portals, profiles, and technology, and recommend solutions.
Partner with GRS, the Product Owner, and Technology on platform change impacts.
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-state and future-state processes, risks, dependencies, workflow rules, and accuracy tool validation requirements.
Facilitate requirements reviews, obtain sign-off, and define handoffs among KDS, IT, Product, Compliance, vendors, and business users.
Support test cases, UAT coordination, and defect tracking.
Support root cause analysis and convert recurring issues into backlog items.
Produce job aids, FAQs, and release notes.
Support process improvements and prepare standard and ad hoc reports.
Develop presentations and share findings and recommendations.
Respond to data- and access-related inquiries.