SBU System Support Analyst II

Liberty Mutual•Portsmouth, NH

4d•Hybrid

About The Position

We deliver our customers peace of mind every day by helping them protect what they value most. Our passion for placing the customer at the center of everything we do is driving a transformational shift at Liberty Mutual. Operating as a tech startup within a Fortune 100 company, we are leading a digital disruption that will redefine how people experience insurance. Liberty Mutual Insurance is actively searching for an experienced System Support Analyst. In this role you will use business and technical knowledge to participate in the re-engineering of business operations to improve business results. Evaluate business requirements and models data and/or system requirements. Analyze and document business problems of moderate complexity. Develops test plans and tests and approves new system behaviors. Coordinates upgrades and rollouts of moderate scope. As a Systems Support Analyst (SSA) supporting the Forms & Output Delivery portfolio, you will serve as the essential domain and technical liaison across Personal Lines product programs. In this space, you will specialize in pre-bind and post-bind form generation, output publishing pipelines, and regulatory/statistical data integrity. Working closely with Product Owners, Compliance, Forms Analysts, and Engineering squads, you will analyze state and countrywide rule rollouts, troubleshoot print and data distribution pipelines, and validate policy outputs from quote creation through issuance and reporting.

Requirements

Bachelor`s degree in business or technical discipline or equivalent experience.
Minimum of 3 years related experience.
General knowledge of business operations, objectives and strategies as well as business process and information flow.
General knowledge of IT concepts, strategies and methodologies.
General knowledge of diverse technologies and new and current architectures.
General understanding of re-engineering issues and challenges.
Skills in object, data and/or process modeling; financial analysis and planning; business process design.
Negotiation skills; oral and written communication skills.

Nice To Haves

Experience in AI tools and techniques, such as prompt engineering, output validation, and AI fundamentals.

Responsibilities

Support quote-and-bind platforms across current rating programs by defining and testing print logic, screen displays, and dynamic templates for Quote Summaries, Applications, Package Selection forms, and Endorsement Coverage Confirmations (ECC).
Translate state regulatory mandates and product feature rollouts into precise form triggers, suppression rules, and variable tag requirements.
Research and resolve discrepancies in downstream statistical and regulatory data feeds, analyzing underlying payload logic and maintaining publishing mapping documentation.
Partner with engineering squads on vehicle and property forms generation services (forms-api, Forms-Batch, Vehicle-Orchestrator), ensuring accurate form edition versioning, binder generation, and proposal distribution without downstream delivery exceptions.
Conduct root-cause investigations on production print errors (e.g., XML payload mismatches, regex validation failures) by querying policy data, creating non-prod test scenarios, and providing verified test policies for developer and QA validation.