• Lead the design and optimization of our internal MDR service delivery systems and infrastructure • Architect scalable distributed systems that support 10x growth and enable our service delivery team members • Design and document comprehensive system architecture for detection ingestion, ticketing, and customer data workflows • Develop integration patterns and API strategies connecting multiple systems • Create architectural roadmaps supporting 10x growth while reducing complexity • Design workflows enabling AI agent integration for automated triage and escalation • Guide engineering teams on architectural implementation and best practices • Audit current systems, identify bottlenecks, and recommend modernization strategies • Create and maintain architectural documentation, diagrams, and runbooks

Description 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. Qualifications - 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 Qualifications - 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. About Us Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role. At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve. We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://www.libertymutualgroup.com/about-lm/careers/benefits Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law. Fair Chance Notices - California - Los Angeles Incorporated - Los Angeles Unincorporated - Philadelphia - San Francisco USD $83000.00 - $139000.00

• Act as the interface between the business and IT, responsible for gathering and analyzing functional and non-functional requirements, writing user stories, use cases, technical/functional documentation, defining acceptance criteria and supporting user acceptance testing (UAT). • Evaluate impacts and dependencies across systems.

• Support development teams in infrastructure, CI/CD, and automation • Deploy applications and infrastructure changes to production • Troubleshoot and resolve production issues • Maintain and improve Linux-based systems • Work with Docker, Kubernetes, and/or Nomad • Automate operational and deployment processes • Work with Infrastructure as Code (IaC) • Collaborate with engineering and QA teams • Take part in technical discussions and refinement sessions • Help improve reliability, monitoring, and deployment processes