Digital Support Analyst

Introduction

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.

Duties & Responsibilities

MFA Rollout Support

• 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 the rollout progress.
• Prepare handover operational readiness to support hubs.
• Map out the temporary support process for post implementation phase of 3 months.
• Digital SME for the 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 other related issues.
• Escalate unresolved technical issues to SGT IAM technical support team.
• Track and manage support tickets through to resolution within 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 implementing operational support processes and procedures.
• Support the transition from project to business-as-usual operations.
• Contribute to the establishment of a sustainable MFA support model.

 Stakeholder Engagement

• Engage with business users, brokers, suppliers, partners, internal support teams and others.
• 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.

Reporting & Governance

• 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.

Knowledge Management & Training

• Develop and maintain support guides, FAQs, and knowledge articles.
• Assist with user training and self-service enablement initiatives.
• Support continuous improvement of support processes and documentation.

Desired Qualification & Experience

Minimum Qualifications

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or related field.
• ITIL Foundation certification advantageous.
• Relevant Identity and Access Management advantageous.
• Cyber Security and Digital certifications advantageous.

Experience Required

• 3-5 years’ experience in IT support, service and incident management or application support environments.
• Previous experience in IT Digital and/or Insurance environment.
• Experience supporting identity and access management solutions.
• Experience supporting authentication technologies such as MFA solutions or 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 Cyber security and Digital technologies.
• Knowledge of Identity and Access Management (IAM) concepts.
• Experience with Active Directory, Azure AD or similar identity platforms.
• Familiarity with Google, WhatsApp, SMS, AWS, Microsoft authentication and security solutions.
• Jira, BMC, ServiceNow, Confluence or equivalent ticketing system experience.
• Basic troubleshooting of authentication and access control issues.
• Understanding of cybersecurity and information security principles.

Competencies

• Strong customer service orientation.
• Excellent problem-solving and analytical skills.
• Effective communication and stakeholder management.
• Ability to work under pressure in a fast-paced environment.
• Strong attention to detail.
• Planning and organisational skills.
• Ability to manage multiple priorities simultaneously.
• Team collaboration and relationship management.

Kindly regard your application as unsuccessful if you have not heard from the agency within 2 weeks.