Medior Incident Analyst PRE

Description

To ensure a high-quality service and swift resolution time, the client would like to hire an incident team. The team will be composed of consultants working under a Time & Material contract, all from one contracting party. There are specific deliverables that are a team responsibility, while every individual has their own role to play.

Team Requirements

• The 2LIS analyst should be able to explain functional and technical issues in an understandable way to customers and IT vendors.

• The 2LIS analyst needs to be able to analyse incidents thoroughly and identify the impact on both the client systems and DGOs and suppliers, where applicable. Where possible, the 2LIS analyst takes action to resolve incidents.

• The 2LIS analyst needs to be able to create, document and execute workarounds for incidents.

• The 2LIS analyst will organize knowledge transfer to colleagues in the team so that a solution for an incident for one DGO is also used for other DGOs. The Knowledge DB must remain updated with these solutions.

• The 2LIS analyst will organize frequent feedback to the problem and change team so that recurrent incidents are grouped and combined for problem analysis.

• Service procedures for incidents and problems have to be followed and quality control has to be performed.

• Contact with users should ideally be in the language of the user: French, Dutch or English.

• Knowledge of the energy market and MIG documentation is required, as the 2LIS analyst is directly responsible for managing incidents in this context.

• 2LIS analysts need good knowledge of SQL and need to know, or build knowledge of, the CMS database structure and linked applications to analyse incidents correctly.

• The focus of the 2LIS analysts is on incidents, workarounds and pre-analysis of problems. When needed, they can extend into Problem & Change analysis to support different teams.

• Work in close collaboration 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.

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

• The assignment may involve changes in team composition depending on workload. Upscaling or downscaling of the team should be feasible with sufficient notice.

• The team seniority mix may change depending on the need.

• The team can be expanded with Expert, Senior, Medior or Junior profiles if workload requires it.

• Specific internal or external resources may be added to the team when needed.

• Hand-over and training for new resources must be organized by the team.

• The provider is expected to ensure the stability of the proposed team throughout the assignment, minimizing changes to team composition.

Skills

Must have

• Aantoonbare ervaring als functioneel analist: 3 years, Medior level.

• Proven experience in a similar function as an Incident Analyst, such as business analyst, functional analyst or a similar function 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 modelling: 3 years, Medior 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.

• The candidate must have access to an introduction to the essential elements of CMS and the different MIG domains when they have less than 5 years of experience in the sector.

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

• Very good knowledge of English at C1 level.

Should have

• Aantoonbare ervaring met een projectmethodiek.

• ITIL Foundation Certificate, or proof that training is ongoing to obtain the certificate.

• Scrum Master or Product Owner Certificate, or proof that training is ongoing to obtain the certificate.

• Demonstrable experience with third-party management, including IT service providers.

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

• Knowledge of the Belgian energy market: 1 year, Junior level.

• Knowledge of the Message Exchange domains: Structure, Rectification, Measure and Cross: 1 year, Junior level.

• Proven experience in coordinating, communicating with and facilitating external stakeholders in the utility sector, including DGO, TSO and suppliers.

• Proven experience with data analysis.

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

Nice to have

• Proven experience in drawing up and managing escalation procedures.

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 has been implemented in the ITIL framework.

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

Activities will 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

For organisational reasons and to support efficient delivery, collaboration, alignment and follow-up, services will in principle be performed on-site at the client 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 performance of the services, including for project-related needs, coordination meetings, onboarding activities, knowledge transfer, security requirements, business continuity or other operational reasons. Such increased on-site presence will be coordinated in advance through the project manager or applicable SPOC. Occasional travel to other client locations or third-party sites, including those of distribution system operators, may also be required. Reasoned exceptions to attendance arrangements may be granted, taking into account the nature of the assignment, project requirements, operational feasibility and applicable internal guidelines.