Principal Business Analyst I

Liberty Mutual Insurance is seeking a Principal Business Analyst I to oversee the administration and performance of the Agency Management System (AMS). The role involves partnering with various stakeholders to enhance operational effectiveness, maintain data quality, and support the transition of work from business teams to support teams.

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

Requirements:

• 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
• 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
• May also be relevant based on the particular needs of the position: Advanced knowledge of Excel and strong knowledge of database software