Incident Analyst (Medior)

About the mandate

For a large organisation in the energy sector, we are looking for an incident analyst for a second-line incident team. The team supports the CMS and PPP applications, which are managed according to the ITIL framework, and works within the Structure, Rectification, Measure and Cross domains. The work covers transactional processing and message exchange. Batch processing, billing, settlement and BI reporting are out of scope. You analyse incidents thoroughly, determine the impact on the systems and on grid operators and suppliers, and, where possible, work out a recovery action or workaround. You record solutions in the knowledge base, share them with colleagues and give feedback to the problem and change team. You work closely with the IT supplier, the domain owners and the Service Delivery Manager. In principle, you work at least two days a week at the office in Brussels, with occasional travel to other locations.

Responsibilities

• Clearly explain functional and technical problems to users and IT suppliers
• Analyse incidents thoroughly and determine the impact on systems, grid operators and suppliers
• Draw up, document and carry out workarounds and recovery actions
• Share solutions with the team and keep the knowledge base up to date
• Give regular feedback to the problem and change team so that recurring incidents are grouped for problem analysis
• Follow service procedures for incidents and problems and carry out quality checks
• Coordinate incident resolution with the IT supplier and market parties through bilateral and multilateral meetings
• Deliver status reporting and follow the onboarding and offboarding procedures

Must-haves

• At least 3 years of proven experience as a functional analyst
• Proven experience in a comparable role involving incident analysis, workarounds or recovery actions, for example as a business analyst or functional analyst
• At least 3 years of experience in defining business and functional requirements, including process modelling with BPMN and process optimisation
• Proven experience writing, adapting and running SQL queries
• Proven experience with incident or ticketing tools such as TopDesk, Jira, ServiceNow or Atlassian
• Proven experience with Azure DevOps and writing user stories
• Dutch or French at C1 level
• Very good knowledge of English at C1 level

Nice-to-haves

• Proven experience with a project methodology
• ITIL Foundation certificate, or proof that you are following the training
• Scrum Master or Product Owner certificate, or proof that you are following the training
• Experience managing external parties, including IT service providers
• Good knowledge of the second national language at B2 level
• At least 1 year of knowledge of the Belgian energy market
• At least 1 year of knowledge of the Message Exchange domains Structure, Rectification, Measure and Cross
• Experience coordinating and communicating with external parties in the utility sector, such as grid operators and suppliers

What the employer offers

• An assignment within a structured incident team with junior, medior, senior and expert profiles
• Introduction to CMS and the MIG domains if you have less than 5 years of sector experience
• Hybrid working, at least two days a week at the office in Brussels
• Handover and training for new team members