Principal Business Analyst I

About the team

The Partner Data and Process Solutions team builds and operates the data and process capabilities that enable Liberty Mutual and Comparion Insurance Agencies to succeed. We support agency integration, data movement, operational workflows, and the process tooling that powers agency partnerships and channel growth. As our operating model evolves, we are looking for a teammate who can strengthen AMS operations, improve operational effectiveness, and support key data and agent service initiatives.

Job summary

This role will oversee the day-to-day administration and operating

performance of the Agency Management System while partnering closely with

Product Owners, IT, agency stakeholders, and support teams. This role will

focus on maintaining and optimizing the AMS for operational users, supporting

backend processes and data quality needs, and advancing our Whole, Clean, and

Complete data initiative

.

In addition to AMS administration, this role will support broader analysis efforts, including improving the agent service desk experience, assessing staffing models for support teams, and helping transition work from business teams to support teams. The ideal candidate combines strong operational discipline, AMS and data process knowledge, analytical thinking, and the ability to identify and implement practical improvements that enhance efficiency, quality, and user experience.

Responsibilities

• Administer the AMS day to day, ensuring it supports workflows, user needs, data integrity, and business priorities.
• Partner with the AMS Product Owner, IT, vendors, and business stakeholders to support enhancements, backend process changes, and readiness for new capabilities.
• Improve AMS usage by identifying workflow gaps, recommending process enhancements, and driving consistent practices across teams.
• Support the Whole, Clean, and Complete data initiative by analyzing data quality issues, coordinating remediation, and helping establish sustainable controls.
• Serve as a key AMS subject-matter expert for user access, system configuration, workflow impacts, issue resolution, and data dependencies.
• Administer user access and support security and compliance reviews to safeguard system integrity and maintain appropriate controls.
• Create and maintain documentation, standard operating procedures, job aids, and training materials to support consistent execution and adoption.
• Analyze opportunities beyond AMS, including agent service desk experience, service request trends, staffing needs, workflow bottlenecks, and support model effectiveness.
• Support the transition of work from business teams to support teams by documenting processes, defining handoffs, identifying readiness needs, and establishing sustainable routines.
• Partner with vendors and internal stakeholders on system performance, issue resolution, invoice review, budgeting inputs, and service-level expectations.

• Displays strong research, problem solving, analytical, and critical thinking skills
• Advanced business operations knowledge to include understanding the function`s value chain and market conditions
• Advanced influencing, relationship management & presentation skills
• Strong ability to support change and impart value within an organization
• Strong project management skills as part of implementing business process changes
• Advanced knowledge of available data sources, strengths and shortcomings
• May also be relevant based on the particular needs of the position: Advanced knowledge of Excel and strong knowledge of database software
• Solid knowledge of business intelligence tools
• Competencies typically acquired through a Bachelor`s degree or equivalent experience in addition to 6+ years of relevant experience to include business analysis work
• Advanced degree preferred