Senior SBU System Support Analyst

Liberty Mutual Insurance•Boston, MA

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. As part of the Solution Delivery – Insurance Professional Service Experience portfolio, we’re looking for a Systems Support Analyst to serve as a systems expert in access governance, compliance provisioning, and data analysis and insights for product impact. Job Summary: As a Systems Support Analyst, you will work collaboratively on a geographically diverse agile team to deliver a variety of data products & solutions to enable our service organization to deliver world class service to our customers. This role will focus on: Onboard new user groups and validate workflows/permission models. Work with business teams to define role/capability requirements, permission models, and scalable access patterns for application users. Access Governance & Entitlement Hygiene: Manage and operate AD access approvals (manual and automated) workflows, ensuring compliant and auditable provisioning. Lead AD group consolidate, remove stale AD groups, remediate over‑entitlements, and define scalable permission models. Work with front line users to understand how systems are used while performing analysis; Identify friction points and recommend product, UX, or process changes to product owners. Conduct impact analysis on incoming requests and feedback; Work with other departments to coordinate interdepartmental activities to ensure we consistently deliver solutions to meet customer expectations. Utilize data to produce Power BI dashboards and reports to measure organizational KPIs as well as individual application usage & adherence to maximize business value. Independently manage projects of varying complexity; serve as an embedded team member on larger or more complex projects. Educate IT and business partners on organizational vision and how changes can support/impact that vision.

Requirements

Strong leadership, communication, collaboration skills with a track record of taking solution ownership
Knowledge of call center business operations, objectives and strategies as well as business process and information flow.
Skills in object, data and / or process modeling; data analysis and planning, business value analysis; business process design.
Proficient in Excel and database query tools such as SQL, SQL Assistant
Experience working in a variety of data platforms such as DB2, Teradata, Cloud based databases, Snowflake, SAS
General knowledge of IT concepts, strategies, and methodologies.
Must be proactive and self-driven, demonstrated initiative and be a critical thinker.
Business / Systems Analysis experience highly preferred
Minimum of 5 years related experience.
Bachelor’s or Master’s degree in business or technical discipline or equivalent experience.
Extensive knowledge of business operations, objectives and strategies as well as business process and information flow.
Understanding of business practices common across many businesses.
Extensive understanding of re-engineering approaches.
General knowledge of diverse technologies and new and current architectures.
Skills in object, data and / or process modeling; financial analysis and planning, business value analysis; business process design.
Negotiation, facilitation and consensus building skills.
Strong oral and written communication skills.

Responsibilities

Onboard new user groups and validate workflows/permission models.
Work with business teams to define role/capability requirements, permission models, and scalable access patterns for application users.
Manage and operate AD access approvals (manual and automated) workflows, ensuring compliant and auditable provisioning.
Lead AD group consolidate, remove stale AD groups, remediate over‑entitlements, and define scalable permission models.
Work with front line users to understand how systems are used while performing analysis; Identify friction points and recommend product, UX, or process changes to product owners.
Conduct impact analysis on incoming requests and feedback; Work with other departments to coordinate interdepartmental activities to ensure we consistently deliver solutions to meet customer expectations.
Utilize data to produce Power BI dashboards and reports to measure organizational KPIs as well as individual application usage & adherence to maximize business value.
Independently manage projects of varying complexity; serve as an embedded team member on larger or more complex projects.
Educate IT and business partners on organizational vision and how changes can support/impact that vision.