Senior Incident Analyst

About the mandate

A large organisation in the energy sector is setting up a new incident team for the service of its CMS and PPP applications. IT service delivery is outsourced. The team supports market parties such as suppliers, transmission system operators and distribution system operators (DSOs), following the ITIL framework. You work in the Pre-domains Structure, Rectification, Measure and Cross, i.e. transactional processing and message exchange. Batch processing, billing, settlement and BI reporting are out of scope. You analyse incidents thoroughly, determine the impact and, where possible, work out a recovery action or workaround. You align the solution with the IT supplier and the market parties, including through bilateral and multilateral meetings. You share knowledge within the team, maintain the knowledge base and give feedback to the problem and change team. You work at least two days a week at the office in Brussels, with occasional travel to other locations. The team starts with around 8 FTE and may grow to a maximum of 13 FTE.

Responsibilities

• Analyse incidents thoroughly and determine the impact on the client's systems, the DSOs and suppliers
• Draft, document and carry out workarounds and recovery actions
• Explain functional and technical problems clearly to clients and IT suppliers
• Coordinate incident solutions and market parties with the IT supplier, through bilateral and multilateral meetings with DSOs
• Share knowledge within 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 safeguard quality
• Deliver status reporting and contribute to the onboarding and offboarding of team members

Must-haves

• At least 5 years of proven experience as a functional analyst, including drawing up business and functional requirements, process modelling and BPMN
• At least 3 years of experience with the Message Exchange domains Structure, Rectification, Measure and Cross, and with MIG (MIG6 and/or MIG DSO)
• At least 3 years of experience in the Belgian energy market
• Good knowledge of SQL: writing, modifying and running queries
• At least 5 years of experience managing external parties, including IT service providers
• Experience with incident management or ticketing tools such as TopDesk, Jira or ServiceNow, and with Azure DevOps and user stories
• ITIL Foundation certificate and Scrum Master or Product Owner certificate
• Dutch or French at C1 level, English at C1 level and good knowledge of the second national language at B2 level

Nice-to-haves

• Experience drawing up and managing escalation procedures
• Experience coordinating external parties in the utility sector, such as DSOs and transmission system operators
• Knowledge of the database structure of CMS and the connected applications, or willingness to build it up
• Experience with data analysis and with a project methodology
• Previous collaboration with other team members, for at least 6 months

What the employer offers

• Access to knowledge, expertise, coaching and specialised support within a clear governance structure
• An introduction to the essential parts of CMS and the MIG domains if you have less than 5 years of sector experience
• A stable team with the chance of annual extension of the assignment
• A role in Brussels with a hybrid working arrangement