Senior Incident Analyst

h3Mission Overview: /h3 pJoin Keystone Solutions as a consultant mission to join and operate a Incident Analyst Team for our client in the Belgian energy market. You will work on site and in hybrid setups with the client, delivering high quality service and swift incident resolution. This is a consultancy role where you will execute the client's requirements as a Keystone Solutions consultant, collaborating closely with the client's stakeholders and IT vendors. /p h3Key

Responsibilities:
/h3 ul liExplain functional and technical issues in an understandable way to the client's customers and IT vendors. /li liAnalyze incidents thoroughly and identify the impact on both the client's systems and the DGO and Suppliers where applicable. Where possible, take action to resolve incidents. /li liCreate, document and execute workarounds for incidents, ensuring these are operationally usable. /li liOrganize knowledge transfer within the team so that a solution for an incident for one DGO is also used for other DGOs. Keep the client Knowledge DB updated with these solutions. /li liProvide frequent feedback to the problem and change team so that recurrent incidents are grouped and combined for problem analysis. /li liFollow service procedures for incidents and problems, and perform quality control. /li liContact with users is ideally in the language of the user, French, Dutch or English. /li liApply knowledge of the energy market and MIG documentation, since the 2LIS analyst is directly responsible to manage incidents in this context. /li liUse strong SQL skills and build knowledge on the CMS database structure and linked applications to analyze incidents correctly. /li liFocus 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. /li liWork in close collaboration within the 2LIS team and with linked persons and teams: problem and change analysts, the IT vendor team for recovery and service, the client Functional Domain Leads, the client resource manager and the client Service Delivery Manager. /li liDeliver status reporting as part of the team's obligations. /li liFollow onboarding and offboarding procedures for new and leaving resources. /li /ul h3Required Skills and Certifications: /h3 ul liDemonstrable experience as a functional analyst, must have, 5 years, senior. /li liITIL Foundation Certificate, must have. /li liScrum Master or Product Owner certificate, must have. /li liGood knowledge of the second national language at level B2, must have. /li liKnowledge of the Message Exchange domains, structure, rectification, measure and cross, must have, 3 years, medior. /li liProven experience in a similar function as an Incident Analyst, such as business or functional analyst dealing with incident analysis, definition of workarounds or recovery actions, must have. /li liProven experience in coordination of, communicating to and facilitating with external stakeholders in the Utility sector, DGO, TSO, Supplier, must have. /li liProven experience in drawing up and managing escalation procedures, must have. /li liProven experience in elaboration of business and functional requirements, including business process development, BPMN, optimization and modeling, must have, 5 years, senior. /li liProven experience in the Belgian energy market, must have, 3 years, medior. /li liProven experience in writing, modifying and executing SQL queries, must have. /li liProven experience with third party management, IT service providers, must have, 5 years, senior. /li liProven experience with Incident Management or ticketing tools such as TopDesk, Jira, ServiceNow, Atlassian, or similar application, must have. /li liProven experience with Azure DevOps and user story creation, must have. /li liProven experience with data analysis, must have. /li liProven experience with the MIG, MIG6 and or MIG DGO, must have. /li liTaalvereiste, Nederlandstalig of Franstalig op Europees CEFR niveau C1, must have. /li liVery good knowledge of English, C1, must have. /li liAantoonbare ervaring met een projectmethodiek, demonstrable experience with a project methodology, should have. /li /ul h3Consultancy Nature of Work: /h3 ul liYou will be employed by Keystone Solutions and deliver services on site and in hybrid mode at the client, operating within the client's processes and tools while supported by Keystone's consulting framework. /li liYou will collaborate daily with client stakeholders, IT vendors and cross functional teams, representing Keystone Solutions in every interaction. /li liYou will apply the client's incident and problem procedures while benefiting from Keystone's coaching, peer reviews and accelerators. /li /ul h3Turbo-Charged Learning and Development: /h3 ul liAccess Keystone Solutions' knowledge base, MIG playbooks, SQL and CMS labs and communities of practice. /li liReceive structured coaching from senior incident leaders and architect