Senior Incident Analyst – Onsite, ITIL & SQL Expert

Adjugo; Schaarbeek; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

Atrias is hiring a Senior Incident Analyst PRE for the 2Lis Incident Analyst Team PRE, to investigate incidents, assess impacts and implement recovery actions. You will collaborate with IT vendors, DGOs and suppliers, share knowledge, and contribute to the knowledge base while following ITIL processes.

The role requires strong SQL and data analysis skills, English at C1, and fluency in Dutch or French at CEFR C1.

Qualifikationen

• Must Have: Second national language B2
• Must Have: Similar incident analysis experience
• Must Have: External utility stakeholder coordination
• Must Have: Business functional requirements experience
• Nice to Have: Project methodology experience preferred
• Technical skills: Structure, Rectification, Measure and Cross domains knowledge (3 years)
• Technical skills: BPMN and functional requirements (5 years)
• Technical skills: SQL queries writing/execution
• Technical skills: Data analysis
• Technical skills: MIG6/MIG DGO
• Technical skills: CMS data model knowledge
• Tools: TopDesk/Jira/ServiceNow/Azure DevOps
• Certifications: ITIL Foundation; Scrum Master or Product Owner

Aufgaben

• Explain functional and technical issues understandably to Atrias customers and IT vendors.
• Analyze incidents thoroughly and assess impacts on Atrias systems, DGOs and suppliers; resolve incidents where possible.
• Create, document and execute incident workarounds.
• Transfer knowledge across the team and DGOs and keep the Atrias Knowledge DB updated.
• Provide frequent feedback to Problem & Change teams to group recurrent incidents for problem analysis.
• Follow incident/problem service procedures and perform quality control.
• Know the energy market and MIG documentation.
• Have good SQL knowledge and know, or build knowledge of, the CMS database structure and linked applications.
• Collaborate with 2Lis colleagues, Problem & Change analysts, IT vendor recovery/service teams, Functional Domain Leads, resource manager and Service Delivery Manager.
• Deliver status reporting.
• Follow onboarding and offboarding procedures.
• Submit proposals for every requested profile in project ATR-PR-0000000030; missing profiles make the project non-compliant and all submitted proposals are rejected.
• Organize handover and training for new resources.
• Ensure team stability and minimize changes throughout the assignment.
• Facilitate upscaling/downscaling with one month notice, changes in seniority mix and expansion up to 13 FTE; Atrias may add internal or external resources.
• Perform services at least two working days weekly on site, with increased presence and occasional travel when required.
• Submit an all-inclusive hourly rate in EUR.
• Accept contractual terms upon candidate submission; right to represent is verified using the Right to represent document, including duplicate-presentation checks by Solvus.
• Ideally communicate with users in their own language: French, Dutch or English.
• Demonstrable experience with a project methodology (preferred).
• Functional analyst experience: 5 years (not mandatory)

Kenntnisse

Incident analysis

Stakeholder coordination

SQL data analysis

Data analysis

CMS database knowledge

MIG/DGO knowledge

English proficiency

Project methodology

Vendor management

Escalation procedures

Tools

TopDesk

Jira

ServiceNow

Azure DevOps

User-story creation

Jobbeschreibung

Atrias is hiring a Senior Incident Analyst PRE for the 2Lis Incident Analyst Team PRE, to investigate incidents, assess impacts and implement recovery actions. You will collaborate with IT vendors, DGOs and suppliers, share knowledge, and contribute to the knowledge base while following ITIL processes.

The role requires strong SQL and data analysis skills, English at C1, and fluency in Dutch or French at CEFR C1.