Senior Incident Analyst PRE

Description

To ensure a high-quality service and swift resolution times, the client is establishing an incident team. The team will consist of consultants from one contracting party. Specific deliverables are a team responsibility, while each individual has their own role to play.

Team requirements

• Explain functional and technical issues in an understandable way to the client’s customers and IT vendors.

• Thoroughly analyse incidents and identify their impact on both the client’s systems and DGOs and suppliers, where applicable. Take action to resolve incidents where possible.

• Create, document and execute workarounds for incidents.

• Organise knowledge transfer within the team so that solutions for incidents affecting one DGO can also be used for other DGOs. Keep the client’s Knowledge DB updated with these solutions.

• Organise frequent feedback to the problem and change team so recurrent incidents can be grouped and combined for problem analysis.

• Follow service procedures for incidents and problems and perform quality control.

• Communicate with users in their preferred language: French, Dutch or English.

• Have knowledge of the energy market and MIG documentation, as the role is directly responsible for managing incidents in this context.

• Have good knowledge of SQL and knowledge of, or willingness to build knowledge of, the CMS database structure and linked applications in order to analyse incidents correctly.

• Focus on incidents, workarounds and pre-analysis of problems. Where needed, extend into Problem & Change analysis to support different teams.

• Work closely within the 2LIS team and with problem and change analysts, the IT vendor team for recovery and service, Functional Domain Leads, the resource manager and the Service Delivery Manager.

• Deliver status reporting.

• Follow onboarding and offboarding procedures for new and departing resources.

Team composition

• The team includes Junior, Medior, Senior and Expert Incident Analysts, as well as a Senior Incident Analyst Team Lead.

• Not all profiles are required from the start and may be activated according to workload requirements.

• The Senior Incident Analyst Team Lead acts as team coordinator and ensures that the entire 2LIS team, including additional internal or external resources, works according to the same operational agreements and quality standards. The coordinator aligns with the Domain Lead and Service Delivery Manager.

• The team is expected to start with 8 FTEs. The assignment may be extended annually up to a maximum total duration of 6 years.

• Team composition and seniority mix may change depending on workload and needs. Upscaling or downscaling should be feasible with one month’s notice.

• The team may be expanded to a maximum of 13 FTEs, including Expert, Senior, Medior and Junior profiles, where workload requires it.

• The client may add specific internal or external resources to the team when needed.

• The team must organise handover and training for new resources.

• Ensure stability of the proposed team throughout the assignment and minimise changes to team composition.

Skills and experience

• Aantoonbare ervaring als functioneel analist: 5 years, Senior level.

• ITIL Foundation Certificate.

• Scrum Master or Product Owner Certificate.

• Good knowledge of the second national language, level B2.

• Knowledge of the Message Exchange domains: Structure, Rectification, Measure and Cross: 3 years, Medior level.

• Proven experience in a similar Incident Analyst function, such as business analyst, functional analyst or a similar role involving incident analysis, definition of workarounds or recovery actions.

• Proven experience coordinating, communicating with and facilitating external stakeholders in the Utility sector, including DGOs, TSOs and suppliers.

• Proven experience drawing up and managing escalation procedures.

• Proven experience elaborating business and functional requirements, including business process development, BPMN, optimisation and modelling: 5 years, Senior level.

• Proven experience in the Belgian energy market: 3 years, Medior level.

• Proven experience writing, modifying and executing SQL queries.

• Proven experience with third-party management, including IT service providers: 5 years, Senior level.

• 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.

• Proven experience with data analysis.

• Proven experience with MIG, including MIG6 and/or MIG DGO.

• Access to knowledge, expertise, coaching and specialist support, including a clear governance structure.

• Access to an introduction to the essential elements of CMS and the different MIG domains where the candidate has less than 5 years of sector experience.

• Taalvereiste: Nederlandstalig of Franstalig op Europees CEFR-niveau C1.

• At least 60% of team members should know each other well and have worked together on other assignments for at least 6 months.

• Very good knowledge of English, level C1.

• Aantoonbare ervaring met een projectmethodiek.

Context

The client is responsible for the service of the CMS and PPP applications. The IT service is outsourced, while the client provides a service to interfacing market parties, including suppliers, TSOs and DGOs. This service is implemented within the ITIL framework.

The 2LIS Incident Analyst team will work in the Pre service domains of Structure, Rectification, Measure and Cross. This covers transactional processing and message exchange in CMS. Batch processing, including Billing and Settlement, and BI reporting are excluded.

Activities focus on incident analysis, including recovery and/or workaround creation where possible; problem detection and pre-analysis; and coordination of incident resolution with the IT vendor and market parties, mainly DGOs, through transaction hub bilateral meetings or DGO Opera multilateral meetings.

Work conditions

• Services are generally performed on-site at the client’s offices for a minimum of two working days per week, in accordance with the applicable office attendance policy.

• A greater on-site presence may be required where reasonably necessary for proper delivery of services, including project needs, coordination meetings, onboarding activities, knowledge transfer, security requirements, business continuity or other operational reasons.

• Occasional travel to other client locations or third-party sites, including distribution system operator sites, may be required.

• Reasoned exceptions to attendance arrangements may be granted based on the nature of the assignment, project requirements, operational feasibility and applicable internal guidelines.