Medior Incident Analyst

Keystone Solutions; Brussel Hoofdstad; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

Keystone Solutions invites you to join our client’s Incident Analyst Team as a consultant, with on-site or hybrid work. You’ll ensure high‑quality service and swift resolution, delivering defined outcomes under Keystone Solutions’ consultancy model in close collaboration with the client.

In this role you will explain issues to clients and vendors, analyze incidents, implement workarounds, and document solutions for reuse.

Qualifications

• 3+ years in incident/functional analysis roles.
• Experience with SQL queries.
• Experience with incident management tools (TopDesk, Jira, ServiceNow).
• Dutch or French at CEFR C1; English CEFR C1.
• Knowledge of MIG and Belgian energy market.

Responsibilities

• Explain issues to client staff and vendors clearly.
• Analyze incidents and assess impact on client systems and suppliers.
• Create and document workarounds for incidents.
• Share knowledge to reuse solutions across DGOs.
• Provide status reports and onboarding/offboarding steps.
• Collaborate with cross-functional teams and external vendors.

Skills

Functional analyst

Incident analysis

SQL queries

Azure DevOps

ITSM tools

Ticket systems

English C1

Dutch/French C1

MIG domain knowledge

Tools

TopDesk

Jira

ServiceNow

Azure DevOps

Job description

Join Keystone Solutions as a consultant mission to join and operate a Incident Analyst Team for our client. As a Keystone Solutions consultant, you will work on site or in a hybrid setup with the client, ensuring high quality service and swift incident resolution. The team will own specific deliverables, with each individual playing a defined role, and all responsibilities carried out under Keystone Solutions' consultancy model in close collaboration with the client.

Key Responsibilities:

• 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, where 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. Ensure the client's Knowledge DB remains 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, Dutch, French, or English.
• Demonstrate knowledge of the energy market and the MIG documentation, since the 2LIS analyst is directly responsible to manage incidents in this context.
• Use strong SQL skills and build knowledge of 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 2LIS team and with linked persons and teams: 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.

Must Have Qualifications and Evidence:

• Demonstrable experience as a functional analyst.
• 3+ years of proven experience in a similar function as an Incident Analyst, business or functional analyst, or a similar role dealing with incident analysis, definition of workarounds, or recovery actions.
• Proven experience in elaboration of business and functional requirements, including business process development, BPMN, optimization, and modeling, 3+ years, mid level.
• Proven experience in writing, modifying, and executing SQL queries.
• Proven experience with Incident Management or ticketing tools such as TopDesk, Jira, ServiceNow, Atlassian, or similar applications.
• Proven experience with Azure DevOps and user story creation.
• Language requirement: Dutch or French at CEFR level C1.
• Very good knowledge of English, CEFR level C1.

Should Have Qualifications:

• Demonstrable experience with a project methodology.
• ITIL Foundation Certificate, or ongoing training with certification to be achieved within 3 months after starting.
• Scrum Master or Product Owner Certificate, or ongoing training with certification to be achieved within 3 months after starting.
• Demonstrable experience with third party management for IT service providers.
• Good knowledge of the second national language, level B2.
• Knowledge of the Belgian energy market, at least 1 year, junior level.
• Knowledge of the Message Exchange domains, structure, rectification, measure, and cross, at least 1 year, junior level.
• Proven experience in coordinating, communicating with, and facilitating external stakeholders in the utility sector, DGO, TSO, Supplier.
• Proven experience with data analysis.
• Proven experience with the MIG, MIG6 and or MIG DGO.

Nice to Have:

• Proven experience in drawing up and managing escalation procedures.

Consultancy Nature of Work:

• You will be employed by Keystone Solutions and work as a consultant embedded with the client, on site or hybrid, delivering incident analysis and resolution under the client's service procedures.
• You will collaborate with both client stakeholders and external IT vendors, representing Keystone Solutions' standards in every interaction.

Dynamic Projects Across Clients:

• While this mission focuses on the client's incident operations, you will have the opportunity, as a K Stone consultant, to engage in future projects across various clients, facing diverse challenges in incident, problem, and change domains.

Turbo Charged Learning and Development:

• Keystone Solutions provides structured coaching, specialist support, and access to internal expertise, including introductions to CMS and MIG domains where needed, enabling rapid growth in the Belgian energy market context.
• Benefit from peer knowledge sharing, internal communities of practice, and continuous training aligned with certifications like ITIL and Scrum.

Ambition Skyrocketing within a Consultancy Framework:

• Advance your career through varied client engagements, from junior to expert levels, including team coordination and leadership opportunities such as Senior Incident Analyst Team Lead.
• Build a track record across engagements that strengthens your expertise in incident management, data analysis, and stakeholder coordination.

Keystone Solutions' Values in Action:

• As a K Stone, you bring excellence, collaboration, and accountability to every client project, ensuring knowledge reuse, clear communication, and measurable quality in service delivery.
• Our values guide how we partner with the client, from rigorous process adherence and quality control to transparent status reporting and continuous improvement.