Junior Incident Analyst

Keystone Solutions; Brussel Hoofdstad; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

Keystone Solutions Belgium is seeking a skilled Incident Analyst consultant embedded within a client service organization. You will analyze incidents, communicate clearly with clients and IT vendors, and develop effective workarounds while updating knowledge resources for reuse across DGOs.

You will work on-site at the client and remotely when appropriate, engaging with stakeholders from the energy sector and MIG documentation context.

Qualifications

• Bachelor or Master degree in IT or Business.
• Fluent in English (C1) and either French or Dutch.
• ITIL/Agile foundations with certification planned within 3 months.

Responsibilities

• Explain functional and technical issues to clients and vendors in an understandable way.
• Analyze incidents and assess impact on client systems and stakeholders.
• Create, document and implement workarounds for incidents.
• Update knowledge DB with solutions for reusability across DGOs.
• Provide feedback to problem and change teams for recurring incidents.
• Follow service procedures and perform quality control.
• Communicate with users in French, Dutch or English.

Skills

Incident analysis

SQL

Stakeholder coordination

English (C1)

French or Dutch fluent

Education

Bachelor or Master in IT or Business

Tools

TopDesk

Jira

ServiceNow

Azure DevOps

MIG knowledge

Job description

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 management processes.
• You will adhere to the client's ITSM procedures and quality controls while leveraging Keystone Solutions' best practices, knowledge base and governance.
• You will coordinate with the client's Domain Lead and Service Delivery Manager, and report into Keystone Solutions' engagement leadership for coaching, delivery excellence and career development.

Dynamic Projects Across Clients:

• Start within a high impact incident analyst team for a major Belgian energy market player, then seize opportunities to tackle diverse challenges across other client engagements at Keystone Solutions.
• Gain exposure to multiple environments, vendor ecosystems and market interfaces, including DGO, TSO and supplier interactions.

Turbo-Charged Learning and Development:

• Structured coaching and mentoring, access to experts and specialist support, with documented governance and clear escalation lines.
• Certification support for ITIL and agile roles, with dedicated time and budget to achieve credentials within agreed timelines.
• Knowledge sharing culture, reusable playbooks for incidents, workarounds and problem pre-analysis, and continuous improvement backed by Keystone Solutions' knowledge community.

Ambition Skyrocketing within a Consultancy Framework:

• Accelerated career path through varied client engagements, from Junior to Expert and Team Lead opportunities.
• Performance recognition tied to impact, client satisfaction and knowledge contribution, enabling growth into coordination, problem and change analysis and service excellence roles.

Keystone Solutions Values in Action:

• Excellence, integrity, collaboration, curiosity and impact guide every consulting engagement.
• Being a K-Stone means bringing these values to each client project, aligning with client governance while raising the bar with our consulting rigor and knowledge sharing.