About the position
Mission Overview
Join Keystone Solutions as a consultant to join and operate a client-facing Incident Analyst Team. You will work on site and in hybrid mode with our client, ensuring high quality service and swift incident resolution. The team will deliver specific outcomes collectively, while each consultant owns individual responsibilities. All activities below are performed as a Keystone Solutions consultant embedded 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 the client systems and, where applicable, on DGOs and Suppliers.
- Where possible, take action to resolve incidents.
- Create, document and execute workarounds for incidents.
- Organize knowledge transfer within the team so that a solution developed for one DGO is leveraged for other DGOs.
- Keep the client's Knowledge DB updated with these solutions.
- Provide frequent feedback to the client's 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 users in the language of the user, French, Dutch or English.
- Apply knowledge of the energy market and MIG documentation, since the 2LIS analyst directly manages incidents in this context.
- Use strong SQL skills and acquire or expand knowledge of the client's CMS database structure and linked applications to analyze incidents correctly.
- Focus on incidents, workarounds and pre analysis of problems. Extend into problem and change analysis when requested by the client to aid different client teams.
- Collaborate closely within the 2LIS team and with linked roles 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 the onboarding and offboarding procedures for new or leaving resources.
Required Skills and Experience
- Demonstrable experience as a functional analyst, 5 years, Senior, Must have.
- 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.
- Proven experience in a similar function as an Incident Analyst, or as a business or functional analyst dealing with incident analysis, definition of workarounds or recovery actions, 1 year, Junior, Must have.
- Proven experience in coaching and mentoring teams and individuals in a professional environment, Must have.
- Proven experience in coordination, communication and facilitation 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, 5 years, Senior, Must have.
- Proven experience in team management and reporting on team activities and progress, 5 years, Senior, Must have.
- Proven experience in the Belgian energy market, 1 year, Junior, Must have.
- Proven experience in writing, modifying and executing SQL queries, 5 years, Senior, Must have.
- Proven experience with third party management for IT service providers, Must have.
- Proven experience with Incident Management or ticketing tools such as TopDesk, Jira, ServiceNow, Atlassian, or similar, Must have.
- Proven experience with Azure DevOps and user story creation, Must have.
- Proven experience with Data analysis, Must have.
- Proven experience with MIG, MIG6 and or MIG DGO, Must have.
- Dutch or French at CEFR level C1, Must have.
- Very good knowledge of English at CEFR level C1, Must have.
- Demonstrable experience with a project methodology, Should have.
Consultancy Model at Keystone Solutions
- Operate on site at client locations and in hybrid setups as a Keystone Solutions consultant, integrating with client stakeholders while remaining part of Keystone's consulting community.
- Work under a Time and Material framework with clearly defined deliverables and quality expectations, supported by Keystone's engagement governance.
- Collaborate with client problem and change teams, IT vendors, and business leaders while benefiting from Keystone's coaching and escalation support.
Learning and Development at Keystone Solutions
- Access structured coaching, knowledge bases, playbooks, and expert communities focused on incident management, SQL analysis, CMS data models and energy market processes.
- Pursue certifications and continuous learning pathways, including ITIL, Agile, data analysis and tooling such as Azure DevOps and ServiceNow.
Career Growth in a Consultancy Framework
- Accelerate your progression from Junior to Expert or Team Lead through multi client engagements, measurable outcomes and leadership opportunities.
- Build a track record in stakeholder management, escalation leadership and cross team coordination that positions you for senior consulting roles.
Keystone Solutions Values in Consulting
- Customer impact, collaboration, ownership, excellence and integrity shape every engagement. As a K Stone, you bring these values to each client project, ensuring pragmatic solutions, transparent communication and reliable delivery.
Why This Role Stands Out for Incident Analysts in Energy
- Apply deep incident analysis, SQL and CMS knowledge to real time operational issues with measurable business impact.
- Leverage MIG6 and MIG DGO expertise to standardize resolutions across DGOs, documenting knowledge for reuse and quality improvement.
- Operate at the intersection of functional analysis, problem management and change enablement, with clear pathways to coordination and team leadership.