Senior Incident Analyst

In4Matic; Brussel Hoofdstad; On-site; EUR 83,000 - 131,000; Full time

Job summary

In4Matic seeks experienced Incident Management Consultants to join our client’s team in Belgium, ensuring reliable service delivery and efficient incident resolution. You will investigate incidents, define workarounds, and translate complex issues for business stakeholders, coordinating with internal teams and external providers to minimize disruption.

The ideal candidate has 5+ years as a Functional Analyst, strong SQL and BPMN skills, and familiarity with Azure DevOps, TopDesk/Jira/ServiceNow;

Qualifications

• At least 5 years as a Functional Analyst.
• Experience coordinating with external stakeholders in complex environments.
• Strong SQL skills and understanding of databases.
• Experience with business/functional requirements analysis and BPMN.
• Familiarity with Azure DevOps and incident management platforms such as TopDesk, Jira or ServiceNow.

Responsibilities

• Investigate incidents, assess impact, and identify corrective actions.
• Translate complex issues into clear information for business stakeholders.
• Define, implement, and validate workarounds to restore operations.
• Maintain knowledge base and ensure documentation stays current.
• Identify recurring incidents and contribute to problem and change management.
• Follow service management procedures and perform quality checks.
• Coordinate with stakeholders and service providers on escalation procedures.
• Contribute to status reporting and onboarding/offboarding of team members.

Skills

Incident analysis

Stakeholder management

SQL queries

Process modelling (BPMN)

Azure DevOps

Incident management tools

Data analysis

Strong communication

Tools

TopDesk

Jira

ServiceNow

Azure DevOps

Job description

We're looking for experienced Incident Management Consultants to join our client's team and help ensure reliable service delivery and efficient incident resolution within a complex operational environment. This long-term consulting assignment offers the opportunity to work as part of a coordinated team, combining functional analysis, incident investigation, and operational problem-solving. You'll collaborate closely with internal teams and external service providers to minimise disruption, implement effective workarounds, and continuously improve service quality.

Key Responsibilities

• Investigate incidents, assess their impact on systems and stakeholders, and identify appropriate corrective or recovery actions.
• Translate complex functional and technical issues into clear, actionable information for business stakeholders and IT service providers.
• Define, document, implement, and validate workarounds to restore operational continuity.
• Maintain and share knowledge across the team, ensuring that solutions, procedures, and documentation remain accurate and reusable.
• Identify recurring incidents and provide input to problem and change management activities, including preliminary analysis.
• Follow established service management procedures and perform quality checks on incident handling and resolution activities.
• Coordinate with internal stakeholders, external service providers, and operational leads, including the definition and management of escalation procedures.
• Contribute to status reporting, process improvements, and the onboarding and offboarding of team members.

Technical Profile

• At least 5 years of relevant experience as a Functional Analyst, with proven expertise in incident analysis, workaround definition, and recovery management.
• Experience coordinating with external stakeholders and third-party service providers in a utility or similarly complex operational environment.
• Strong knowledge of SQL, including writing, modifying, and executing queries, and a good understanding of database structures and interconnected applications.
• Experience with business and functional requirements analysis, process modelling, BPMN, and business process optimisation.
• Familiarity with Azure DevOps, user story creation, and incident management platforms such as TopDesk, Jira, ServiceNow, or comparable tools.
• Knowledge of the energy market and relevant industry documentation, including MIG6 and/or MIG DGO.
• Understanding of CMS environments and related domain structures.
• Strong analytical and data analysis skills, combined with a structured and collaborative approach to problem-solving.

The Ideal Candidate

You're an experienced, proactive professional who combines analytical precision with strong communication and stakeholder management skills. You can work independently while contributing effectively to a coordinated team, take ownership of complex incidents, and remain focused on quality and service continuity under changing priorities. You communicate fluently in Dutch or French at CEFR C1 level and have very good English proficiency at C1 level, with B2-level knowledge of the second national language also required. This long-term consulting engagement operates under a Time & Material model, with potential extension subject to periodic review. The team is expected to work according to shared processes and consistent operational agreements, supported by appropriate expertise, coaching, and governance. Team continuity and the ability to collaborate effectively are essential.

Contactperson & Reference

• Reference #: INW28553
• Marilyn Weytens
• [e-mail]