Senior Incident Analyst

Senior Incident Analyst - 24 Months - Brussels (Schaerbeek) Belgium

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About the Role

RELYzIT Talent is seeking a Senior Incident Analyst to join a high-impact team for our client, a leader in the energy sector. This freelance position is based in Brussels (Schaerbeek) and offers a 24-month engagement, with the potential for annual extension up to 6 years. You will be part of a mission-critical team responsible for ensuring the stability and swift resolution of incidents within complex transactional processing and message exchange environments. This is your opportunity to drive operational excellence, knowledge sharing, and innovation in a sector that powers millions.

Why This Role Matters

Our client’s business relies on seamless, reliable service to market parties in the energy sector. As a Senior Incident Analyst, you will be instrumental in minimizing downtime, ensuring data integrity, and maintaining trust with key stakeholders. Your expertise will directly impact the efficiency of energy market operations, supporting both immediate incident resolution and long-term process improvement. This is a builder’s role: you will shape the future of incident management and knowledge transfer in a dynamic, high-stakes environment.

What You’ll Be Doing

• Analyze, resolve, and document incidents related to transactional processing and message exchange in CMS applications.
• Communicate complex functional and technical issues clearly to both business users and IT vendors, adapting to the user’s language (French, Dutch, or English).
• Create, document, and execute workarounds for incidents, ensuring solutions are shared and reused across all relevant domains.
• Maintain and update the Atrias Knowledge Database with new solutions and best practices.
• Organize and deliver knowledge transfer sessions to ensure team-wide expertise and consistency.
• Provide regular feedback to problem and change teams, supporting root cause analysis and process optimization.
• Follow and enforce service procedures for incident and problem management, ensuring quality control at every step.
• Collaborate closely with internal and external stakeholders, including IT vendors, domain leads, resource managers, and service delivery managers.
• Deliver clear and timely status reporting to all relevant parties.
• Support onboarding and offboarding processes for new and departing team members, ensuring smooth transitions and knowledge continuity.
• Coordinate escalation procedures and manage communication with external stakeholders in the utility sector.
• Contribute to business and functional requirements development, process modeling, and optimization initiatives.
• Support upscaling and downscaling of the team as required, ensuring stability and continuity of service.

What We’re Looking For

• Proven experience as a functional analyst (senior level).
• Demonstrated expertise as an Incident Analyst or in a similar function (business/functional analyst, incident analysis, workaround/recovery actions).
• Strong coordination and communication skills with external stakeholders in the utility sector (DGO, TSO, Supplier, etc.).
• Experience in drawing up and managing escalation procedures.
• Proven ability to elaborate business and functional requirements (business process development, BPMN, optimization, modeling).
• Solid knowledge of the Belgian energy market and MIG documentation (MIG6 and/or MIG DGO).
• Hands-on experience with SQL: writing, modifying, and executing queries.
• Experience with 3rd party management (IT service providers).
• Proficiency with incident management/ticketing tools such as TopDesk, Jira, ServiceNow, Atlassian, or similar.
• Experience with Azure DevOps and user story creation.
• Strong data analysis skills.
• Ability to provide and document support models, including access to knowledge, coaching, and governance structures.
• Demonstrated ability to introduce essential CMS and MIG domain elements for candidates with less than 5 years’ sector experience.
• Experience working in teams where at least 60% of members have collaborated for 6+ months.
• Proven experience with project methodologies (Agile/Scrum preferred).
• Ownership mindset, proactive problem-solving, and a drive for continuous improvement.

Technical Skills

• SQL (writing, modifying, executing queries)
• Incident Management Tools (TopDesk, Jira, ServiceNow, Atlassian, etc.)
• Azure DevOps
• Business Process Modeling (BPMN)
• Data Analysis
• Knowledge of CMS database structure and linked applications
• Familiarity with MIG documentation and message exchange domains

Language Proficiency

• Fluency in Dutch or French at CEFR level C1 (required)
• Very good knowledge of English (C1)
• Ability to communicate with users in their preferred language (French, Dutch, or English)
• Good knowledge of the second national language (level B2)

Other Requirements

• ITIL Foundation Certificate (required)
• Scrum Master or Product Owner Certificate (required)
• Ability to provide documentation on support model, governance, and team composition
• Commitment to team stability and flexibility for upscaling/downscaling as needed
• Freelance position: 24-month contract, with annual extension possible up to 6 years
• Location: Brussels (Schaerbeek), Belgium

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