Team Lead Senior Incident Analyst

pJoin Keystone Solutions as a consultant to join and operate a client-facing Incident Analyst Team. You will work on site and in hybrid mode with our client, ensuring high quality service and swift incident resolution. The team will deliver specific outcomes collectively, while each consultant owns individual responsibilities. All activities below are performed as a Keystone Solutions consultant embedded with the client. /ph3Key

Responsibilities:
/h3ulliExplain functional and technical issues in an understandable way to the client's customers and IT vendors. /liliAnalyze incidents thoroughly and identify the impact on the client systems and, where applicable, on DGOs and Suppliers. /liliWhere possible, take action to resolve incidents. /liliCreate, document and execute workarounds for incidents. /liliOrganize knowledge transfer within the team so that a solution developed for one DGO is leveraged for other DGOs. /liliKeep the client's Knowledge DB updated with these solutions. /liliProvide frequent feedback to the client's problem and change team so that recurrent incidents are grouped and combined for problem analysis. /liliFollow service procedures for incidents and problems, and perform quality control. /liliContact users in the language of the user, French, Dutch or English. /liliApply knowledge of the energy market and MIG documentation, since the 2LIS analyst directly manages incidents in this context. /liliUse strong SQL skills and acquire or expand knowledge of the client's CMS database structure and linked applications to analyze incidents correctly. /liliFocus on incidents, workarounds and pre analysis of problems. Extend into problem and change analysis when requested by the client to aid different client teams. /liliCollaborate closely within the 2LIS team and with linked roles and teams: problem and change analysts, the IT vendor team for recovery and service, the client's Functional Domain Leads, the client's resource manager and the client's Service Delivery Manager. /liliDeliver status reporting. /liliFollow the onboarding and offboarding procedures for new or leaving resources. /li /ulh3Required Skills and

Experience:
/h3ulliDemonstrable experience as a functional analyst, 5 years, Senior, Must have. /liliITIL Foundation Certificate, Must have. /liliScrum Master or Product Owner Certificate, Must have. /liliGood knowledge of the second national language at level B2, Must have. /liliKnowledge of the Message Exchange domains: structure, rectification, measure and cross, Must have. /liliProven experience in a similar function as an Incident Analyst, or as a business or functional analyst dealing with incident analysis, definition of workarounds or recovery actions, 1 year, Junior, Must have. /liliProven experience in coaching and mentoring teams and individuals in a professional environment, Must have. /liliProven experience in coordination, communication and facilitation with external stakeholders in the Utility sector, DGO, TSO, Supplier, Must have. /liliProven experience in drawing up and managing escalation procedures, Must have. /liliProven experience in elaboration of business and functional requirements, including business process development, BPMN, optimization and modeling, 5 years, Senior, Must have. /liliProven experience in team management and reporting on team activities and progress, 5 years, Senior, Must have. /liliProven experience in the Belgian energy market, 1 year, Junior, Must have. /liliProven experience in writing, modifying and executing SQL queries, 5 years, Senior, Must have. /liliProven experience with third party management for IT service providers, Must have. /liliProven experience with Incident Management or ticketing tools such as TopDesk, Jira, ServiceNow, Atlassian, or similar, Must have. /liliProven experience with Azure DevOps and user story creation, Must have. /liliProven experience with Data analysis, Must have. /liliProven experience with MIG, MIG6 and or MIG DGO, Must have. /liliDutch or French at CEFR level C1, Must have. /liliVery good knowledge of English at CEFR level C1, Must have. /liliDemonstrable experience with a project methodology, Should have. /li /ulh3Consultancy Model at Keystone Solutions: /h3ulliOperate on site at client locations and in hybrid setups as a Keystone Solutions consultant, integrating with client stakeholders while remaining part of Keystone's consulting community. /liliWork under a Time and Material framework with clearly defined deliverables and quality expectations, supported by Keystone's engagement governance. /liliCollaborate with client problem and change teams, IT vendors, and business leaders while benefiting from Keystone's coaching and escalation support. /li /ulh3Learning and Development at Keystone Solutions: /h3ulliAccess structured coaching, knowledge bases, playbooks, and expert communities focused on incident management, SQL analysis, CMS data models and energy market processes. /liliPursue certifications an