MFA Digital Support Analyst

MFA Digital Support Analyst Role Purpose 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. Key Responsibilities 1. 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 rollout progress. Prepare operational readiness and handover documentation for support hubs. Map out the temporary support process for the three-month post-implementation phase. Act as the Digital Subject Matter Expert (SME) for the onboarding and support process. 2. 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 the relevant IAM technical support teams. Track and manage support tickets through to resolution within agreed SLA commitments. Maintain accurate incident records and resolution documentation. 3. 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 delivery to business-as-usual operations. Contribute to establishing a sustainable MFA support model. 4. Stakeholder Engagement Engage with business users, brokers, suppliers, partners, internal support teams and other relevant stakeholders. 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. 5. 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. 6. Knowledge Management & Training Develop and maintain support guides, FAQs and knowledge articles. Assist with user training and self-service enablement initiatives. Support the 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 would be advantageous. Relevant Identity and Access Management (IAM) certifications would be advantageous. Cybersecurity and Digital Technology certifications would be advantageous. Experience Required 3–5 years' experience in IT support, service and incident management or application support environments. Previous experience in IT, digital or insurance environments. Experience supporting Identity and Access Management solutions. Experience supporting 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 Google, WhatsApp, SMS, AWS, Microsoft authentication and security solutions. Experience with Jira, BMC, ServiceNow, Confluence or equivalent ticketing and service management systems. 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 skills. Ability to work under pressure in a fast-paced environment. Strong attention to detail. Excellent planning and organisational skills. Ability to manage multiple priorities simultaneously. Strong team collaboration and relationship management skills.