Key Responsibilities
1. Implementation & Deployment Support
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Assist with the phased deployment of MFA solutions across multiple digital applications and platforms.
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Facilitate user registration, onboarding and enrolment onto designated authentication platforms.
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Monitor adoption levels and identify potential barriers affecting successful implementation.
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Provide dedicated post-implementation and hypercare support during deployment cycles.
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Coordinate user communications and operational support activities throughout the rollout.
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Compile monthly progress dashboards highlighting implementation status, adoption and support feedback.
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Facilitate operational handover activities to designated support teams.
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Develop and document an interim support framework for the initial three-month post-implementation period.
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Act as the subject matter resource for digital onboarding and user support processes.
2. Technical & User Support
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Deliver Level 1 and Level 2 assistance for authentication-related incidents and service requests.
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Troubleshoot issues involving MFA registration, user authentication, device enrolment, SMS notifications, OTPs and access functionality.
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Refer complex or unresolved technical matters to the relevant Identity and Access Management (IAM) specialists.
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Manage incidents and service requests from logging through to resolution, ensuring adherence to agreed service levels.
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Maintain comprehensive records of reported issues, troubleshooting activities and resolutions.
3. Service & Operational Management
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Monitor the performance of MFA services and associated user support channels.
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Identify recurring technical issues and propose corrective or preventative actions.
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Assist in developing and maintaining operational procedures and support guidelines.
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Support the transition of implementation activities into ongoing operational support.
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Contribute towards establishing an effective and sustainable MFA service support framework.
4. Stakeholder Coordination
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Work closely with internal business users, brokers, external suppliers, business partners and support functions.
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Communicate recurring support challenges, user feedback and adoption concerns to relevant stakeholders.
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Collaborate with infrastructure, application, cybersecurity and vendor teams to facilitate issue resolution.
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Assist with user awareness initiatives and communications relating to authentication changes and digital access.
5. Performance Reporting & Governance
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Prepare and distribute weekly and monthly operational support reports.
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Track support volumes, incident trends, resolution rates and user onboarding progress.
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Identify operational risks, outstanding issues and resource constraints, escalating these to programme stakeholders where necessary.
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Attend relevant implementation, service management and governance meetings.
6. Documentation & User Enablement
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Create and maintain user manuals, troubleshooting guides, FAQs and knowledge base articles.
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Assist with user education and training to improve adoption and encourage self-service.
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Regularly review and improve support documentation, processes and knowledge resources.
Minimum Qualifications
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Diploma or Degree in Information Technology, Computer Science, Information Systems or a related discipline.
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ITIL Foundation certification would be advantageous.
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Additional qualifications or certifications in Identity and Access Management would be beneficial.
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Cybersecurity and Digital Technology certifications would be advantageous.
Required Experience
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3-5 years' experience in IT support, application support, service management or incident management.
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Previous exposure to digital technology environments, preferably within the insurance industry.
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Experience providing support for Identity and Access Management (IAM) solutions.
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Practical exposure to authentication technologies, including MFA platforms and security solutions.
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Demonstrable experience managing IT incidents and service requests.
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Experience participating in enterprise technology implementation or deployment projects.
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Exposure to user onboarding, implementation hypercare and post-go-live support.
Technical Skills
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Understanding of digital technologies and cybersecurity principles.
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Knowledge of Identity and Access Management (IAM) frameworks and concepts.
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Familiarity with Active Directory, Azure Active Directory (Azure AD) or comparable identity management platforms.
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Exposure to authentication and security technologies within Google, WhatsApp, SMS, AWS and Microsoft environments.
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Experience using service management and collaboration platforms such as Jira, BMC, ServiceNow and Confluence, or similar tools.
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Ability to troubleshoot basic authentication, user access and access control issues.
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General understanding of information security practices and cybersecurity principles.
Key Competencies
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Strong service delivery and customer support orientation.
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Excellent analytical thinking and troubleshooting capabilities.
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Clear verbal and written communication skills.
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Effective stakeholder engagement and relationship management.
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Ability to perform effectively in a high-pressure, fast-moving environment.
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Strong organisational and planning abilities.
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High attention to detail and accuracy.
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Ability to manage competing priorities and multiple support requests.
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Collaborative approach with the ability to work across technical and business teams.
Desired Skills:
- MFA
- Stakeholder Management
- Performance Reporting
- Governance
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