About the position
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.