Junior Incident Analyst

In4Matic; Brussel Hoofdstad; On-site; EUR 60,000 - 90,000; Full time

Job summary

In4Matic seeks experienced Incident Analysis Consultants to join our client’s team in a long-term consulting engagement. You will investigate functional and technical issues, define workarounds, assess business impact, and support incident recovery across complex operations.

You'll collaborate with multidisciplinary teams and external stakeholders while contributing to continuous service improvement and knowledge sharing.

Qualifications

• 5+ years in incident analysis or related service recovery.
• Strong analytical skills for complex issues across business/tech.
• ITIL Foundation or equivalent; willing to obtain within 3 months.

Responsibilities

• Analyse incidents, assess functional/technical impact, identify resolutions.
• Develop and document workarounds to restore service.
• Communicate issues clearly to stakeholders and external providers.
• Maintain incident records and update knowledge bases.
• Support root cause analysis with problem/change teams.
• Collaborate with incident management, domain experts, and suppliers.
• Assist in requirements gathering, process modelling, and data analysis.
• Contribute to status reporting, QA, and onboarding/offboarding.

Skills

Analytical thinking

Incident analysis

SQL

Stakeholder mgmt

ITIL knowledge

Agile / Scrum

Communication

Education

ITIL Foundation certification

Tools

ServiceNow

Jira

Topdesk

Azure DevOps

Job description

We're looking for experienced Incident Analysis Consultants to join our client's team and help maintain high service quality and efficient incident resolution in a complex operational environment. This long-term consulting opportunity involves investigating functional and technical issues, identifying business impact, and developing effective workarounds to minimise disruption. You'll collaborate with multidisciplinary teams and external stakeholders, contribute to continuous service improvement, and help ensure that knowledge and solutions are shared across operational domains.

Key Responsibilities

• Analyse incidents, assess their functional and technical impact, and identify opportunities for resolution or recovery.
• Develop, document, and execute workarounds to restore service and minimise operational disruption.
• Communicate technical and functional issues clearly to business stakeholders, customers, and external IT service providers.
• Maintain accurate incident documentation and ensure that knowledge bases, procedures, and reusable solutions remain up to date.
• Provide feedback to problem and change management teams to support root cause analysis and identify recurring incidents.
• Collaborate with incident management colleagues, functional domain experts, service management teams, and external suppliers.
• Support business and functional analysis activities, including requirements gathering, process modelling, data analysis, and process optimisation.
• Contribute to status reporting, quality assurance, and the onboarding and offboarding of team members.

Technical Profile

• Proven experience as a Functional Analyst, with relevant experience in incident analysis, workaround definition, or service recovery.
• Strong analytical skills and the ability to investigate complex issues using business, functional, and technical information.
• Good knowledge of SQL, including writing, modifying, and executing queries, as well as understanding database structures and connected applications.
• Experience with incident management and ticketing platforms such as ServiceNow, Jira, Topdesk, or equivalent tools.
• Familiarity with Azure DevOps and the creation of user stories.
• Knowledge of the energy market, including industry-specific message exchanges, operational processes, and relevant frameworks or documentation.
• Experience working with external stakeholders and third-party service providers, including escalation management, is an advantage.
• Familiarity with IT service management and project methodologies; ITIL Foundation certification is preferred, or must be pursued within three months of starting.
• Scrum Master or Product Owner certification is an advantage, or must be pursued within three months of starting.

The Ideal Candidate

You're a structured, quality-driven professional who combines strong analytical thinking with clear communication and a practical, solution-oriented mindset. You can manage changing priorities, work effectively with diverse stakeholders, and translate complex issues into actionable solutions. Experience in a utility or similarly complex operational environment is highly valued, particularly within energy-related processes. Candidates should be fluent in either Dutch or French at CEFR C1 level and have very good English proficiency at C1 level. Knowledge of the second national language at B2 level is an advantage. The assignment follows a team-based consulting model, with junior, medior, senior, and team lead profiles potentially required depending on workload. Team capacity may be adjusted with reasonable notice. Candidates with limited sector experience should have some familiarity with the relevant operational environment and domain-specific processes.

Contactperson & Reference

• Reference #: INW28552
• Pieter Messely
• [e-mail]