MFA Digital Support Analyst
6-Month ContractJohannesburg or Cape Town (based at either Head Office)Employment Type: Contract Contract Duration: 6 Months Programme: Multi-Factor Authentication (MFA)Hybrid work model
Role PurposeWe 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:
5 to 10 years
Desired Qualification Level:
Grade 12 / Matric