Medior Incident Analyst

Mission Overview:

Join Keystone Solutions as a consultant mission to join and operate a Incident Analyst Team for our client. As a Keystone Solutions consultant, you will work on site or in a hybrid setup with the client, ensuring high quality service and swift incident resolution. The team will own specific deliverables, with each individual playing a defined role, and all responsibilities carried out under Keystone Solutions' consultancy model in close collaboration with the client.

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.
• Organize knowledge transfer within the team so that a solution for an incident for one DGO is also used for other DGOs. Ensure the client's Knowledge DB remains 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, Dutch, French, or English.
• Demonstrate knowledge of the energy market and the MIG documentation, since the 2LIS analyst is directly responsible to manage incidents in this context.
• Use strong SQL skills and build knowledge of 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.
• Collaborate closely within the 2LIS team and with linked persons and teams: problem and change analysts, the IT vendor team for recovery and service, the client's Functional Domain Leads, the client's resource manager, and the client's Service Delivery Manager.
• Deliver status reporting.
• Follow onboarding and offboarding procedures for new and leaving resources.

Must Have Qualifications and Evidence:

• Demonstrable experience as a functional analyst.
• 3+ years of proven experience in a similar function as an Incident Analyst, business or functional analyst, or a similar role 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 modeling, 3+ years, mid 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.
• Language requirement: Dutch or French at CEFR level C1.
• Very good knowledge of English, CEFR level C1.

Should Have Qualifications:

• Demonstrable experience with a project methodology.
• ITIL Foundation Certificate, or ongoing training with certification to be achieved within 3 months after starting.
• Scrum Master or Product Owner Certificate, or ongoing training with certification to be achieved within 3 months after starting.
• Demonstrable experience with third party management for IT service providers.
• Good knowledge of the second national language, level B2.
• Knowledge of the Belgian energy market, at least 1 year, junior level.
• Knowledge of the Message Exchange domains, structure, rectification, measure, and cross, at least 1 year, junior level.
• Proven experience in coordinating, communicating with, and facilitating external stakeholders in the utility sector, DGO, TSO, Supplier.
• Proven experience with data analysis.
• Proven experience with the MIG, MIG6 and or MIG DGO.

Nice to Have:

• Proven experience in drawing up and managing escalation procedures.

Consultancy Nature of Work:

• You will be employed by Keystone Solutions and work as a consultant embedded with the client, on site or hybrid, delivering incident analysis and resolution under the client's service procedures.
• You will collaborate with both client stakeholders and external IT vendors, representing Keystone Solutions' standards in every interaction.

Dynamic Projects Across Clients:

• While this mission focuses on the client's incident operations, you will have the opportunity, as a K Stone consultant, to engage in future projects across various clients, facing diverse challenges in incident, problem, and change domains.

Turbo Charged Learning and Development:

• Keystone Solutions provides structured coaching, specialist support, and access to internal expertise, including introductions to CMS and MIG domains where needed, enabling rapid growth in the Belgian energy market context.
• Benefit from peer knowledge sharing, internal communities of practice, and continuous training aligned with certifications like ITIL and Scrum.

Ambition Skyrocketing within a Consultancy Framework:

• Advance your career through varied client engagements, from junior to expert levels, including team coordination and leadership opportunities such as Senior Incident Analyst Team Lead.
• Build a track record across engagements that strengthens your expertise in incident management, data analysis, and stakeholder coordination.

Keystone Solutions' Values in Action:

• As a K Stone, you bring excellence, collaboration, and accountability to every client project, ensuring knowledge reuse, clear communication, and measurable quality in service delivery.
• Our values guide how we partner with the client, from rigorous process adherence and quality control to transparent status reporting and continuous improvement.

How to Apply:

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