Senior Incident Analyst

Keystone Solutions; Brussel Hoofdstad; Hybrid; EUR 120.000 - 166.000; Vollzeit

Zusammenfassung

Keystone Solutions is seeking an experienced Incident Analyst to join a consultant mission in the Belgian energy market. On-site and hybrid work setups will be used as the role collaborates with client stakeholders, IT vendors and cross-functional teams to deliver high-quality incident resolution.

The ideal candidate brings 5+ years as a functional/incident analyst, ITIL and Scrum/PO certifications, strong SQL skills and fluency in Dutch or French plus English.

Qualifikationen

• Formal experience as a functional analyst with incident analysis, workaround definition or recovery actions.
• Experience coordinating with external stakeholders in the utility sector.

Aufgaben

• Explain issues to clients and IT vendors in plain language.
• Analyze incidents, assess impact on client systems and DGOs, and take action when possible.
• Create, document and execute operational workarounds for incidents.
• Organize knowledge transfer within the team and update the client Knowledge DB.
• Provide feedback to problem and change teams to group recurrent incidents.
• Follow service procedures and perform quality control.

Kenntnisse

Functional analyst

ITIL Foundation

Scrum Master/PO

Dutch/French B2

Message Exchange domains

Incident management

Stakeholder coordination

Escalation procedures

Business/functional requirements

Belgian energy market knowledge

SQL queries

Azure DevOps

TopDesk

Jira

ServiceNow

CMS database knowledge

Tools

Azure DevOps

TopDesk

Jira

ServiceNow

Atlassian tools

Jobbeschreibung

Mission Overview:

Join Keystone Solutions as a consultant mission to join and operate a Incident Analyst Team for our client in the Belgian energy market. You will work on site and in hybrid setups with the client, delivering high quality service and swift incident resolution. This is a consultancy role where you will execute the client's requirements as a Keystone Solutions consultant, collaborating closely with the client's stakeholders and IT vendors.

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, ensuring these are operationally usable.
• 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 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.
• Apply knowledge of the energy market and MIG documentation, since the 2LIS analyst is directly responsible to manage incidents in this context.
• Use strong SQL skills 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.
• Work in close collaboration within the 2LIS team and with linked persons and teams: problem and change analysts, the IT vendor team for recovery and service, the client Functional Domain Leads, the client resource manager and the client Service Delivery Manager.
• Deliver status reporting as part of the team's obligations.
• Follow onboarding and offboarding procedures for new and leaving resources.

Required Skills and Certifications:

• Demonstrable experience as a functional analyst, must have, 5 years, senior.
• ITIL Foundation Certificate, must have.
• Scrum Master or Product Owner certificate, must have.
• Good knowledge of the second national language at level B2, must have.
• Knowledge of the Message Exchange domains, structure, rectification, measure and cross, must have, 3 years, medior.
• Proven experience in a similar function as an Incident Analyst, such as business or functional analyst dealing with incident analysis, definition of workarounds or recovery actions, must have.
• Proven experience in coordination of, communicating to and facilitating with external stakeholders in the Utility sector, DGO, TSO, Supplier, must have.
• Proven experience in drawing up and managing escalation procedures, must have.
• Proven experience in elaboration of business and functional requirements, including business process development, BPMN, optimization and modeling, must have, 5 years, senior.
• Proven experience in the Belgian energy market, must have, 3 years, medior.
• Proven experience in writing, modifying and executing SQL queries, must have.
• Proven experience with third party management, IT service providers, must have, 5 years, senior.
• Proven experience with Incident Management or ticketing tools such as TopDesk, Jira, ServiceNow, Atlassian, or similar application, must have.
• Proven experience with Azure DevOps and user story creation, must have.
• Proven experience with data analysis, must have.
• Proven experience with the MIG, MIG6 and or MIG DGO, must have.
• Taalvereiste, Nederlandstalig of Franstalig op Europees CEFR niveau C1, must have.
• Very good knowledge of English, C1, must have.
• Aantoonbare ervaring met een projectmethodiek, demonstrable experience with a project methodology, should have.

Consultancy Nature of Work:

• You will be employed by Keystone Solutions and deliver services on site and in hybrid mode at the client, operating within the client's processes and tools while supported by Keystone's consulting framework.
• You will collaborate daily with client stakeholders, IT vendors and cross functional teams, representing Keystone Solutions in every interaction.
• You will apply the client's incident and problem procedures while benefiting from Keystone's coaching, peer reviews and accelerators.

Turbo-Charged Learning and Development:

• Access Keystone Solutions' knowledge base, MIG playbooks, SQL and CMS labs and communities of practice.
• Receive structured coaching from senior incident leaders and architects, with clear development paths from junior to expert levels.
• Gain hands on experience with industry tools, Azure DevOps, ServiceNow, Jira, TopDesk and advanced data analysis techniques.

Ambition Skyrocketing within a Consultancy Framework:

• Rotate through progressively complex incident domains and take on pre analysis of problems, with opportunities to step into problem and change analysis when needed by the client.
• Lead initiatives such as knowledge base standardization, escalation frameworks and stakeholder communication improvements.
• Grow into coordination and team lead roles, aligning operations with the client's Domain Lead and Service Delivery Manager.

Keystone Solutions Values in Action:

• Client impact first, deliver measurable service quality and resolution speed.
• Ownership and reliability, follow procedures, ensure quality control and keep knowledge updated.
• Craft excellence, rigorous analysis using SQL and CMS knowledge, clear communication across languages.
• Team first, share solutions across DGOs, ensure stable handovers and train newcomers.
• Learning mindset, continuously improve through feedback to problem and change management.
• Integrity, transparent status reporting and stakeholder engagement.

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.