Support Analyst

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:

• 5 to 10 years

Desired Qualification Level:

• Grade 12 / Matric