About the position
MFA Digital Support Analyst
6-Month Contract
Johannesburg or Cape Town (based at either Head Office)
Employment Type: Contract
Contract Duration: 6 Months
Programme: Multi-Factor Authentication (MFA)
Hybrid work model
Role Purpose
We are seeking an experienced MFA Digital Support Analyst to support the implementation, rollout, user onboarding and post-go-live support of a Multi-Factor Authentication (MFA) programme.
The successful candidate will provide operational and technical support to business users, assisting with the resolution of authentication, access-related incidents and service requests. The role will act as the first point of contact for MFA-related queries, working closely with technical teams, business stakeholders and support functions to ensure a smooth implementation, positive user experience and successful adoption of the MFA solution.
Key Responsibilities
MFA Implementation & Rollout Support
- Support phased MFA implementation and rollout activities across various digital applications and platforms.
- Assist with onboarding users onto MFA platforms and authentication solutions.
- Monitor user adoption and identify potential rollout challenges.
- Provide hypercare and post-deployment support during implementation phases.
- Coordinate user communications and support activities throughout the rollout.
- Prepare monthly dashboards and reports on rollout progress.
- Assist with operational readiness and handover to business-as-usual support teams.
- Develop and document temporary support processes for the three-month post-implementation support phase.
- Act as a Digital Subject Matter Expert (SME) for the MFA onboarding and support process.
User Support & Incident Management
- Provide Level 1 and Level 2 support for MFA-related incidents and service requests.
- Investigate and resolve authentication, registration, device enrolment, SMS, OTP and access-related issues.
- Escalate complex technical issues to relevant Identity and Access Management (IAM) support teams.
- Manage support tickets through to resolution within agreed SLA commitments.
- Maintain accurate incident records and resolution documentation.
Operational Support
- Monitor MFA solution performance and user support queues.
- Identify recurring issues and recommend preventative measures.
- Assist in developing operational support processes and procedures.
- Support the transition from project implementation to business-as-usual operations.
- Contribute to establishing a sustainable MFA support model.
Stakeholder Engagement
- Engage with business users, brokers, suppliers, partners and internal support teams.
- Provide feedback on support trends, user concerns and adoption challenges.
- Liaise with infrastructure, application, security and vendor teams to coordinate issue resolution.
- Support user communication campaigns and awareness initiatives.
Reporting & Governance
- Produce weekly and monthly support reports.
- Monitor support volumes, incident trends, resolution performance and user onboarding progress.
- Identify and escalate risks, issues and support capacity concerns.
- Participate in programme and operational governance meetings.
Knowledge Management & Training
- Develop and maintain user support guides, FAQs and knowledge articles.
- Assist with user training and self-service initiatives.
- Contribute to continuous improvement of support processes and documentation.
Minimum Qualifications
- Diploma or Degree in Information Technology, Computer Science, Information Systems or a related field.
- ITIL Foundation certification advantageous.
- Identity and Access Management (IAM) certifications advantageous.
- Cybersecurity or Digital Technology certifications advantageous.
Experience & Requirements
- 3-5 years' experience in IT support, service management, incident management or application support.
- Experience within a digital technology, financial services or insurance environment.
- Experience supporting Identity and Access Management (IAM) solutions.
- Exposure to 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.
Technical Skills
- 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 Microsoft authentication and security solutions.
- Exposure to SMS, OTP and mobile-based authentication technologies.
- Familiarity with AWS and cloud-based authentication solutions.
- Experience with Jira, BMC, ServiceNow, Confluence or similar service management tools.
- Basic troubleshooting of authentication and access control issues.
- Understanding of cybersecurity and information security principles.
Key Competencies
- Strong customer service and user support orientation.
- Excellent problem-solving and analytical skills.
- Effective communication and stakeholder engagement skills.
- Ability to work under pressure in a fast-paced environment.
- Strong attention to detail.
- Good planning and organizational abilities.
- Ability to manage multiple priorities simultaneously.
- Strong teamwork and relationship-building skills.
If you meet these requirements and would like to apply , please send a copy of your most updated cv
Desired Skills:
- cyber security
- IAM
- Access
- ITIL
- Multi-Factor Authentication
Desired Work Experience:
Desired Qualification Level:
