{"id":4077240,"url":"https://alion.io/job/paracon-digital-support-analyst","title":"Digital Support Analyst","company":{"id":1448115,"name":"Paracon","domain":"paracon.ca","url":"https://alion.io/company/paracon","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johannesburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Confluence","optional":false},{"name":"IAM","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-11-11T12:12:10Z","employer_posted_date":null,"last_verified_at":"2026-11-11T12:12:10Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Key Responsibilities\n\n1. Implementation & Deployment Support\n\nAssist with the phased deployment of MFA solutions across multiple digital applications and platforms.\n\nFacilitate user registration, onboarding and enrolment onto designated authentication platforms.\n\nMonitor adoption levels and identify potential barriers affecting successful implementation.\n\nProvide dedicated post-implementation and hypercare support during deployment cycles.\n\nCoordinate user communications and operational support activities throughout the rollout.\n\nCompile monthly progress dashboards highlighting implementation status, adoption and support feedback.\n\nFacilitate operational handover activities to designated support teams.\n\nDevelop and document an interim support framework for the initial three-month post-implementation period.\n\nAct as the subject matter resource for digital onboarding and user support processes.\n\n2. Technical & User Support\n\nDeliver Level 1 and Level 2 assistance for authentication-related incidents and service requests.\n\nTroubleshoot issues involving MFA registration, user authentication, device enrolment, SMS notifications, OTPs and access functionality.\n\nRefer complex or unresolved technical matters to the relevant Identity and Access Management (IAM) specialists.\n\nManage incidents and service requests from logging through to resolution, ensuring adherence to agreed service levels.\n\nMaintain comprehensive records of reported issues, troubleshooting activities and resolutions.\n\n3. Service & Operational Management\n\nMonitor the performance of MFA services and associated user support channels.\n\nIdentify recurring technical issues and propose corrective or preventative actions.\n\nAssist in developing and maintaining operational procedures and support guidelines.\n\nSupport the transition of implementation activities into ongoing operational support.\n\nContribute towards establishing an effective and sustainable MFA service support framework.\n\n4. Stakeholder Coordination\n\nWork closely with internal business users, brokers, external suppliers, business partners and support functions.\n\nCommunicate recurring support challenges, user feedback and adoption concerns to relevant stakeholders.\n\nCollaborate with infrastructure, application, cybersecurity and vendor teams to facilitate issue resolution.\n\nAssist with user awareness initiatives and communications relating to authentication changes and digital access.\n\n5. Performance Reporting & Governance\n\nPrepare and distribute weekly and monthly operational support reports.\n\nTrack support volumes, incident trends, resolution rates and user onboarding progress.\n\nIdentify operational risks, outstanding issues and resource constraints, escalating these to programme stakeholders where necessary.\n\nAttend relevant implementation, service management and governance meetings.\n\n6. Documentation & User Enablement\n\nCreate and maintain user manuals, troubleshooting guides, FAQs and knowledge base articles.\n\nAssist with user education and training to improve adoption and encourage self-service.\n\nRegularly review and improve support documentation, processes and knowledge resources.\n\nMinimum Qualifications\n\nDiploma or Degree in Information Technology, Computer Science, Information Systems or a related discipline.\n\nITIL Foundation certification would be advantageous.\n\nAdditional qualifications or certifications in Identity and Access Management would be beneficial.\n\nCybersecurity and Digital Technology certifications would be advantageous.\n\nRequired Experience\n\n3-5 years' experience in IT support, application support, service management or incident management.\n\nPrevious exposure to digital technology environments, preferably within the insurance industry.\n\nExperience providing support for Identity and Access Management (IAM) solutions.\n\nPractical exposure to authentication technologies, including MFA platforms and security solutions.\n\nDemonstrable experience managing IT incidents and service requests.\n\nExperience participating in enterprise technology implementation or deployment projects.\n\nExposure to user onboarding, implementation hypercare and post-go-live support.\n\nTechnical Skills\n\nUnderstanding of digital technologies and cybersecurity principles.\n\nKnowledge of Identity and Access Management (IAM) frameworks and concepts.\n\nFamiliarity with Active Directory, Azure Active Directory (Azure AD) or comparable identity management platforms.\n\nExposure to authentication and security technologies within Google, WhatsApp, SMS, AWS and Microsoft environments.\n\nExperience using service management and collaboration platforms such as Jira, BMC, ServiceNow and Confluence, or similar tools.\n\nAbility to troubleshoot basic authentication, user access and access control issues.\n\nGeneral understanding of information security practices and cybersecurity principles.\n\nKey Competencies\n\nStrong service delivery and customer support orientation.\n\nExcellent analytical thinking and troubleshooting capabilities.\n\nClear verbal and written communication skills.\n\nEffective stakeholder engagement and relationship management.\n\nAbility to perform effectively in a high-pressure, fast-moving environment.\n\nStrong organisational and planning abilities.\n\nHigh attention to detail and accuracy.\n\nAbility to manage competing priorities and multiple support requests.\n\nCollaborative approach with the ability to work across technical and business teams.\n\n Desired Skills: \n MFA\n Stakeholder Management\n Performance Reporting\n 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