Digital Support Manager

HCF Australia

. Lead level 2 support operations for HCF’s member-facing digital services, including mobile apps, Online Member Services and identity platforms .

Posted 11/10/2026contractSydney • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in digital support operations, particularly in identity and access management, while effectively managing complex support queries and fostering continuous improvement in support processes and frameworks.

Highest-signal resume keywords

Digital Support ExperienceIdentity And Access ManagementProblem-Solving SkillsStakeholder ManagementServiceNow Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Level 2 Support OperationsAuthenticationMulti-Factor Authentication (MFA)Account RecoveryUser Lifecycle ManagementOperational Framework DevelopmentTroubleshootingRoot Cause AnalysisKnowledge DocumentationSupport Process Improvement

Soft Skills

Strong Communication SkillsContinuous Improvement Mindset

Tools & Technologies

ServiceNowOkta

Industry Keywords

Regulated EnvironmentHealthcareInsuranceExternal Technology Vendors

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Lead level 2 support operations for HCF’s member-facing digital services, including mobile apps, Online Member Services and identity platforms
Investigate and troubleshoot digital support issues
Provide operational expertise across registration, authentication, MFA and account recovery
Assess underlying causes across user, data, configuration, integration and product-related problems
Coordinate resolutions with frontline operations, product, engineering, security and external technology partners
Develop and continuously improve support frameworks, troubleshooting guides, escalation pathways, runbooks and knowledge resources
Use support data, recurring issues and member feedback to identify trends and reduce avoidable contacts
Provide operational insights for platform discussions, incident reviews and product roadmaps
Translate day-to-day support challenges into improvements to digital products, services and member experience

Requirements

What you’ll need

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
Experience managing complex support queries and coordinating resolution across business and technical teams
Strong problem-solving skills and ability to investigate issues, identify root causes and determine the appropriate resolution pathway
Continuous improvement mindset
Experience developing support processes, operational frameworks, runbooks and knowledge documentation
Strong stakeholder management and communication skills
Familiarity with ticket management tools such as ServiceNow
Experience with Okta or a comparable customer identity and access management platform highly regarded
Experience in a regulated environment such as healthcare or insurance advantageous
Experience working with external technology vendors advantageous

Benefits

Comp & perks

Flexible working arrangements
50% subsidy on HCF hospital and/or extras cover
Family-friendly certified employer
18 weeks of parental leave for all new parents
Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products
Opportunities for personal and professional development
Workshops and mentorship programs
Inclusive and collaborative work environment