Senior SBU System Support Analyst

The System Support team delivers 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.

Drive transformational change by re-engineering business operations to boost results and maximize efficiency. Tackle complex business challenges head-on by analyzing and modeling intricate data and system requirements. Design and execute innovative testing strategies that ensure success. Lead the charge on major upgrades and roll-outs, steering projects or key sub-projects to impactful outcomes.

Be at the forefront of shaping smarter, more effective business solutions!

*There is an in-office requirement 2 days per week if you live within 50 miles of one of our hub locations*

Responsibilities:

• Evaluates complex business requirements
• Performs process analysis of customer activities to determine alternative business solutions or process improvement opportunities.
• Develops and maintains comprehensive documentation of complex business requirements.
• Analyzes and documents complex business problems and provides recommendations based on research of industry trends, business products, competitors and performance analysis for optimal business solutions.
• Analyzes feasibility, cost ramifications, economies, or other aspects of large or complex programs.
• Develops business client testing strategies, plans cases and conditions tests and monitors testing efforts
• Reviews and approves new system behavior to ensure alignment with business requirements and objectives.
• Coordinates upgrades and roll-outs of large, more complex projects including specific duties related to training and monitoring performance.
• Directly responsible for projects or sub-projects
• Leads projects including developing project plans, assigning tasks and facilitating team process
• Provides input to performance appraisals may write appraisals under the direct supervision of manager.
• Depicts complex ideas, issues and designs to varied audiences
• Communicates project objectives, scope and direction to project team
• Educates IT employees on business vision and plan and both IT and business employees on the impact of change.
• Creates and implements business operation standards and procedures
• Evaluates industry wide standards.
• Develops methods and tools to track and measure results.
• Consults on complex business issues and design considerations.
• Performs or directs research activities on industry trends, business products and competitors.
• Analyzes trends and is responsible for tactical and strategic recommendations.
• Works with other departments to coordinate interdepartmental activities in order to ensure that Liberty meets customer expectations.
• Leads problem resolution as needed to ensure that internal and external customers receive prompt, efficient service in accordance with company policies.
• Prepares user documentation and training materials.
• Provides technical training and user support to business groups.
• Develops communication plans and related activities.
• Communicates with both internal and external customers on project status, e.g. vendors, business partners and Information Technology.
• Performs special projects as requested

Preferred Qualifications:

• Demonstrated ability to multitask and pivot effectively based on changing priorities.
• Proven capability to work independently with minimal supervision.
• Proactive mindset with the ability to identify opportunities for improvement and take initiative without direct assignment.
• Strong skills in data querying, data analysis, and identifying trends to inform business decisions.
• Experience leveraging Artificial Intelligence tools and technologies to drive efficiencies and add value in business operations.

• Bachelor’s or Master’s degree in business or technical discipline or equivalent experience.
• Minimum of 5 years related 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 IT concepts, strategies and methodologies.
• 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.