{"id":3970512,"url":"https://alion.io/job/qe-services-support-analyst","title":"Support Analyst","company":{"id":4497049,"name":"QE Services","domain":null,"url":"https://alion.io/company/qe-services","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":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, 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}],"status":"live","first_seen_at":"2026-11-09T13:06:21Z","employer_posted_date":null,"last_verified_at":"2026-11-09T13:06:21Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"MFA Digital Support Analyst \n6-Month Contract\nJohannesburg or Cape Town (based at either Head Office)\nEmployment Type: Contract\n Contract Duration: 6 Months\n Programme: Multi-Factor Authentication (MFA)\nHybrid work model \nRole Purpose\nWe 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. \nThe 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. \nKey Responsibilities \nMFA Implementation & Rollout Support \nSupport phased MFA implementation and rollout activities across various digital applications and platforms.\nAssist with onboarding users onto MFA platforms and authentication solutions.\nMonitor user adoption and identify potential rollout challenges.\nProvide hypercare and post-deployment support during implementation phases.\nCoordinate user communications and support activities throughout the rollout.\nPrepare monthly dashboards and reports on rollout progress.\nAssist with operational readiness and handover to business-as-usual support teams.\nDevelop and document temporary support processes for the three-month post-implementation support phase.\nAct as a Digital Subject Matter Expert (SME) for the MFA onboarding and support process.\nUser Support & Incident Management \nProvide Level 1 and Level 2 support for MFA-related incidents and service requests.\nInvestigate and resolve authentication, registration, device enrolment, SMS, OTP and access-related issues.\nEscalate complex technical issues to relevant Identity and Access Management (IAM) support teams.\nManage support tickets through to resolution within agreed SLA commitments.\nMaintain accurate incident records and resolution documentation.\nOperational Support \nMonitor MFA solution performance and user support queues.\nIdentify recurring issues and recommend preventative measures.\nAssist in developing operational support processes and procedures.\nSupport the transition from project implementation to business-as-usual operations.\nContribute to establishing a sustainable MFA support model.\nStakeholder Engagement \nEngage with business users, brokers, suppliers, partners and internal support teams.\nProvide feedback on support trends, user concerns and adoption challenges.\nLiaise with infrastructure, application, security and vendor teams to coordinate issue resolution.\nSupport user communication campaigns and awareness initiatives.\nReporting & Governance \nProduce weekly and monthly support reports.\nMonitor support volumes, incident trends, resolution performance and user onboarding progress.\nIdentify and escalate risks, issues and support capacity concerns.\nParticipate in programme and operational governance meetings.\nKnowledge Management & Training \nDevelop and maintain user support guides, FAQs and knowledge articles.\nAssist with user training and self-service initiatives.\nContribute to continuous improvement of support processes and documentation.\nMinimum Qualifications \nDiploma or Degree in Information Technology, Computer Science, Information Systems or a related field.\nITIL Foundation certification advantageous.\nIdentity and Access Management (IAM) certifications advantageous.\nCybersecurity or Digital Technology certifications advantageous.\nExperience & Requirements \n3-5 years' experience in IT support, service management, incident management or application support.\nExperience within a digital technology, financial services or insurance environment.\nExperience supporting Identity and Access Management (IAM) solutions.\nExposure to authentication technologies, including MFA solutions and security platforms.\nProven experience in incident management and service support.\nExperience working on enterprise technology implementation projects.\nExposure to user onboarding, hypercare and post-go-live support activities.\nTechnical Skills \nUnderstanding of cybersecurity and digital technologies.\nKnowledge of Identity and Access Management (IAM) concepts.\nExperience with Active Directory, Azure Active Directory (Azure AD) or similar identity platforms.\nFamiliarity with Microsoft authentication and security solutions.\nExposure to SMS, OTP and mobile-based authentication technologies.\nFamiliarity with AWS and cloud-based authentication solutions.\nExperience with Jira, BMC, ServiceNow, Confluence or similar service management tools.\nBasic troubleshooting of authentication and access control issues.\nUnderstanding of cybersecurity and information security principles.\nKey Competencies \nStrong customer service and user support orientation.\nExcellent problem-solving and analytical skills.\nEffective communication and stakeholder engagement skills.\nAbility to work under pressure in a fast-paced environment.\nStrong attention to detail.\nGood planning and organizational abilities.\nAbility to manage multiple priorities simultaneously.\nStrong teamwork and relationship-building skills.\nIf you meet these requirements and would like to apply , please send a copy of your most updated cv\n Desired Skills: \n cyber security\n IAM\n Access\n ITIL\n Multi-Factor Authentication\n Desired Work 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