Incident Manager
Il y a 2 mois
**Problem and Change Analyst**
The Problem & Change Analyst (PCA) will work in the service domain: Message Exchange (MEX). The functional domains are Structure, Rectification, Measure and Cross. Everything related to transaction processing CMS. Excluded are batch processing and BI-reporting.
The activities will focus on problem and change analysis:
- The main activity of the PCA will be to work on enhancements that are deployed in major and minor releases
- Completing business requirements, presenting problems and changes to different governance fora, reviewing functional and technical requirements with the service provider, reviewing and creating test scenarios, some limited testing activities, however the end-to-end and integrated testing is completed by the testing team.
- The PCA is also responsible for developing the work instructions, which will be executed by the first or second line incident solvers.
- The PCA will built expertise in at least one MEX domain to act as the third line for incident resolution. The PCA coordinates the resolution with the IT-vendor and the market parties (mainly DGOs). This is organized in workgroups per domain with the DGOs and the Suppliers, where the changes are reviewed and also where the changes are prioritized.
- Knowledge of the energy market and the MIG-documentation are a bonus.
- Context
- The PCA should be able to do detailed analyses of potential complex issues.
- The PCA should be able to explain functional issues in an understandable way to the Atrias customers.
- The PCA will have frequent alignments with the Incidents solver teams to review recurrent incidents and define a permanent resolution and/or develop a workaround (a work instruction needs to be created).
- Problem and change analysis has to be done according the priority categorization.
- Work in close collaboration with the PCA Team Lead, the Atrias Domain Lead and the Atrias resource manager.
- Service procedures (incidents, problems, changes) in TopDesk have to be followed and quality control has to be done.
- The PCA should be SCRUM/AGILE certified, as the delivery part of problems and changes is switching to scrum. The PCA will be involved in the agile teams and sprint themselves.
- Market and DGO workgroup have to be organized in agreement with the Atrias Domain Lead.
- Answers to users are ideally in the language of the user (French, Dutch or English).
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