Junior Incident Analyst

Mission Overview:

You will join as a Keystone Solutions consultant, embedded within the client's service organization. The mission's goal is to ensure high quality service and swift incident resolution. The team will deliver specific, shared outputs while each individual consultant has a clear role and personal responsibilities. Work will be performed closely with the client's stakeholders and IT vendors, on site at the client and remotely when appropriate.

Key Responsibilities:

• As a incident analyst, explain functional and technical issues in an understandable way to the client's customers and IT vendors.
• Analyze incidents thoroughly and identify the impact on both the client's systems and the DGO and Suppliers, if applicable. Where possible, take action to resolve incidents.
• Create, document and execute workarounds for incidents.
• Organize knowledge transfer within the team so that a solution for an incident for one DGO is also used for other DGOs. Keep the client's Knowledge DB updated with these solutions.
• Provide frequent feedback to the problem and change team so that recurrent incidents are grouped and combined for problem analysis.
• Follow service procedures for incidents and problems, and perform quality control.
• Contact with users is ideally in the language of the user, French, Dutch or English.
• Knowledge of the energy market and MIG documentation is required, since the incident analyst is directly responsible to manage incidents in this context.
• Have good knowledge of SQL and build knowledge on the CMS database structure and linked applications to analyze incidents correctly.
• Focus on incidents, workarounds and pre-analysis of problems. If needed by the client, extend into Problem and Change analysis to aid different teams at the client.
• Collaborate closely within the incident team and with other linked persons and teams: the 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.
• Deliver status reporting.
• Follow onboarding and offboarding procedures for new and leaving resources.

All of the above responsibilities are carried out under Keystone Solutions' consultancy model, working closely with the client's stakeholders and service governance.

Required Competencies:

• Must have
  • Bachelor or Master degree in a relevant field, Business or IT.
  • French or Dutch fluent
  • Very good knowledge of English, C1
• Should have
  • Candidate holds the ITIL Foundation Certificate or can prove that training is ongoing. The candidate should reach certification within 3 months after starting.
  • Candidate holds the Scrum Master or Product Owner Certificate or can prove that training is ongoing. The candidate should reach certification within 3 months after starting.
  • Knowledge of the Message Exchange domains, structure, rectification, measure and cross. (1 year, Junior level)
  • Proven experience in a similar function as an Incident Analyst, business or functional analyst or similar, dealing with incident analysis, definition of workarounds or recovery actions. (1 year, Junior level)
  • Proven experience in coordination of, communicating to and facilitating with external stakeholders in the Utility sector, DGO, TSO, Supplier.
  • Proven experience in elaboration of business and functional requirements, business process development, BPMN, optimization and modelling.
  • Proven experience in the Belgian energy market. (1 year, Junior level)
  • Proven experience in writing, modifying and executing SQL queries.
  • Proven experience with third party management, IT service providers.
  • Proven experience with any incident management or ticketing tools such as TopDesk, Jira, ServiceNow, Atlassian or similar applications.
  • Proven experience with Azure DevOps and user story creation.
  • Proven experience with data analysis.
  • Proven experience with MIG, MIG6 and or MIG DGO.
• Nice to have
  • Good knowledge of the second national language, level B2.
  • Proven experience in drawing up and managing escalation procedures.

All competencies above will be applied in a consultancy context, working closely with client stakeholders and Keystone Solutions engagement leadership.

Consultancy Nature of Work:

• You will operate on site at the client and remotely as needed, as a Keystone Solutions consultant integrated with the client's service and incident manage