Digital Support Lead: Identity & Access

HCF group; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Flexible working arrangements

50% subsidy on health cover

Parental leave 18 weeks

Wellbeing programs

Job summary

HCF group is recruiting a Digital Support Manager for a 12-month max-term contract based in Sydney CBD, with hybrid working arrangements. You will own the operational support for member-facing digital services, including apps, Online Member Services and identity platforms, focusing on identity and access management and continuous improvement.

You will work with frontline teams, product, engineering, security and external partners to investigate, resolve issues and shape support processes,

Qualifications

• Experience in digital support, service management, identity operations or a comparable level 2 support environment.
• Practical understanding of identity and access management including authentication, MFA, account recovery, user lifecycle and access controls.
• Strong ability to investigate issues, identify root causes and coordinate resolution across teams.

Responsibilities

• Lead digital support operations for member-facing services, investigating and troubleshooting issues across apps, Online Member Services and identity platforms.
• Provide operational expertise across registration, authentication, MFA and account recovery with established procedures.
• Assess issues to understand root causes and route to the right technical teams as needed.
• Collaborate with frontline operations, product, engineering, security and external partners to coordinate resolutions.
• Develop and improve support frameworks, runbooks, escalation paths and knowledge resources.
• Use data and member feedback to identify trends and drive improvements to digital products and services.
• Provide operational insights for platform discussions, incident reviews and roadmaps.

Skills

Identity management

MFA

Okta

ServiceNow

Stakeholder management

Incident response

Tools

ServiceNow

Okta

Job description

HCF group is recruiting a Digital Support Manager for a 12-month max-term contract based in Sydney CBD, with hybrid working arrangements. You will own the operational support for member-facing digital services, including apps, Online Member Services and identity platforms, focusing on identity and access management and continuous improvement.

You will work with frontline teams, product, engineering, security and external partners to investigate, resolve issues and shape support processes,