SBU System Support Analyst

Liberty Mutual Insurance•Boston, MA

7d•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. Policy Domain role Owns and maintains the Research /Process Documentation ensuring service and Policy API research, workflows, and decisions are current and organized. Serves as support contact for Policy Domain and shared service questions/issues, triaging requests, clarifying business context, and routing work to the appropriate delivery or platform teams. Investigates service and Policy API behaviors and defects by analyzing logs, payloads, and dependency flows; documents root cause, business impact, and recommended remediation. Partners with Product Owners, engineers, and downstream consumers to translate policy and business rules into clear service/API requirements, use cases, and process documentation. Develops and maintains SOPs, runbooks, and troubleshooting guides for common service and Policy API scenarios, reducing time-to-resolution and repeat incidents. Curates FAQs, how-to guides, and change summaries for core services in Confluence and proactively communicates change impacts to stakeholders. Output/Forms role Represent the Product Owner team in ceremonies and cross‑functional meetings; facilitate discussions and clearly communicate decisions and share‑outs to stakeholders. Provide proactive production support—troubleshoot, escalate, and keep impacted teams informed—while balancing operational priorities and new work. Support new product development, enhancements, and compliance by researching platform impacts, identifying dependencies, defining intake requirements, and helping create user acceptance criteria. Write and validate business rules and transaction scoping logic (coverage‑based interrogation) and assist with testing to confirm current and post code update platform functionality. Multitask across lines of business, coverages, transaction types, and legacy vs modernized books; collaborate closely with technology and business partners and leverage familiarity with customer‑facing materials (forms, declarations, notices) when needed. Write SQL to triage data issues, perform data profiling and policy retrieval. This is a remote position for candidates who reside within 50 miles of a hub office, will be required to go in office 2 days per week. Please note this policy is subject to change.

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.

Responsibilities

Owns and maintains the Research /Process Documentation ensuring service and Policy API research, workflows, and decisions are current and organized.
Serves as support contact for Policy Domain and shared service questions/issues, triaging requests, clarifying business context, and routing work to the appropriate delivery or platform teams.
Investigates service and Policy API behaviors and defects by analyzing logs, payloads, and dependency flows; documents root cause, business impact, and recommended remediation.
Partners with Product Owners, engineers, and downstream consumers to translate policy and business rules into clear service/API requirements, use cases, and process documentation.
Develops and maintains SOPs, runbooks, and troubleshooting guides for common service and Policy API scenarios, reducing time-to-resolution and repeat incidents.
Curates FAQs, how-to guides, and change summaries for core services in Confluence and proactively communicates change impacts to stakeholders.
Represent the Product Owner team in ceremonies and cross‑functional meetings; facilitate discussions and clearly communicate decisions and share‑outs to stakeholders.
Provide proactive production support—troubleshoot, escalate, and keep impacted teams informed—while balancing operational priorities and new work.
Support new product development, enhancements, and compliance by researching platform impacts, identifying dependencies, defining intake requirements, and helping create user acceptance criteria.
Write and validate business rules and transaction scoping logic (coverage‑based interrogation) and assist with testing to confirm current and post code update platform functionality.
Multitask across lines of business, coverages, transaction types, and legacy vs modernized books; collaborate closely with technology and business partners and leverage familiarity with customer‑facing materials (forms, declarations, notices) when needed.
Write SQL to triage data issues, perform data profiling and policy retrieval.