MFA Digital Support Analyst

The MFA Digital Support Analyst will play a critical role in supporting the successful implementation, rollout, onboarding and post-go-live support activities for the MFA Programme. The role will provide operational and user support across Digital Applications (Assets), ensuring a positive user experience while assisting in the resolution of incidents, defects and access-related issues.

The successful candidate will act as the first point of contact for MFA-related support matters, working closely with business users, technical teams, support hubs and project stakeholders to ensure service stability and adoption throughout the rollout phases.

• Support phased MFA implementation and rollout activities across various digital assets.
  

• Assist with onboarding users onto MFA platforms and authentication solutions.
  

• Monitor user adoption and identify trends that may impact rollout success.
  

• Provide hypercare and post-deployment support during implementation phases.
  

• Coordinate communication and support activities during rollout phases.
  

• Provide monthly dashboard reports and feedback on rollout progress.
  

• Prepare operational readiness and handover documentation for support hubs.
  

• Map out the temporary support process for the three-month post-implementation phase.
  

• Act as the Digital Subject Matter Expert (SME) for the onboarding and support process.
  

• Provide Level 1 and Level 2 support for MFA-related incidents and service requests.
  

• Investigate and resolve authentication, registration, device enrolment, SMS, OTP and other related issues.
  

• Escalate unresolved technical issues to the relevant IAM technical support teams.
  

• Track and manage support tickets through to resolution within agreed SLA commitments.
  

• Maintain accurate incident records and resolution documentation.
  

• Monitor MFA solution performance and user support queues.
  

• Identify recurring issues and recommend preventative measures.
  

• Assist in implementing operational support processes and procedures.
  

• Support the transition from project delivery to business-as-usual operations.
  

• Contribute to establishing a sustainable MFA support model.
  

• Engage with business users, brokers, suppliers, partners, internal support teams and other relevant stakeholders.
  

• Provide regular feedback on support trends, user concerns and adoption challenges.
  

• Liaise with infrastructure, application, security and vendor teams to coordinate issue resolution.
  

• Support communication campaigns and user awareness activities.
  

• Produce weekly and monthly support reports.
  

• Monitor and report on support volumes, trend analysis, incident resolution performance and user onboarding progress.
  

• Highlight risks, issues and support capacity concerns to programme management.
  

• Participate in programme, operational and governance meetings as required.
  

• Develop and maintain support guides, FAQs and knowledge articles.
  

• Assist with user training and self-service enablement initiatives.
  

• Support the continuous improvement of support processes and documentation.
  

• Diploma or Degree in Information Technology, Computer Science, Information Systems or a related field.
  

• ITIL Foundation certification would be advantageous.
  

• Relevant Identity and Access Management (IAM) certifications would be advantageous.
  

• Cybersecurity and Digital Technology certifications would be advantageous.
  

• 3–5 years' experience in IT support, service and incident management or application support environments.
  

• Previous experience in IT, digital or insurance environments.
  

• Experience supporting Identity and Access Management solutions.
  

• Experience supporting authentication technologies, including MFA solutions and security platforms.
  

• Proven experience in incident management and service support.
  

• Experience working on enterprise technology implementation projects.
  

• Exposure to user onboarding, hypercare and post-go-live support activities.
  

• Understanding of cybersecurity and digital technologies.
  

• Knowledge of Identity and Access Management (IAM) concepts.
  

• Experience with Active Directory, Azure Active Directory (Azure AD) or similar identity platforms.
  

• Familiarity with Google, WhatsApp, SMS, AWS, Microsoft authentication and security solutions.
  

• Experience with Jira, BMC, ServiceNow, Confluence or equivalent ticketing and service management systems.
  

• Basic troubleshooting of authentication and access control issues.
  

• Understanding of cybersecurity and information security principles.
  

• Strong customer service orientation.
  

• Excellent problem-solving and analytical skills.
  

• Effective communication and stakeholder management skills.
  

• Ability to work under pressure in a fast-paced environment.
  

• Strong attention to detail.
  

• Excellent planning and organisational skills.
  

• Ability to manage multiple priorities simultaneously.
  

• Strong team collaboration and relationship management skills.