Over de functie
Mission Overview
Keystone Solutions is assembling a dedicated 2Lis Incident Analyst Team for a consultancy mission at a client in the Belgian energy market. You will join as a Keystone Solutions consultant on a Time and Material engagement, embedded within the client’s service organization. The mission’s goal is to ensure high quality service and swift incident resolution. The team will deliver specific, shared outputs while each individual consultant has a clear role and personal responsibilities. Work will be performed closely with the client’s stakeholders and IT vendors, on site at the client and remotely when appropriate.
Key Responsibilities
- As a 2LIS analyst, 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, if 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. Keep the client’s Knowledge DB 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, French, Dutch or English.
- Knowledge of the energy market and MIG documentation is required, since the 2Lis analyst is directly responsible to manage incidents in this context.
- Have good knowledge of SQL and build knowledge on 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 other linked persons and teams: the 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.
All of the above responsibilities are carried out under Keystone Solutions’ consultancy model, working closely with the client’s stakeholders and service governance.
Team Composition and Engagement Terms
- This individual request forms part of a client project request for a 2Lis Incident Analyst Team.
- The supplier must submit a proposal for each of the requested profiles. Failure to do so will result in the project proposal being considered non-compliant with the project request, and all submitted proposals will be rejected on those grounds.
- Team profiles foreseen, not all required from the start and can be activated upon request:
- Junior Incident Analyst, start with 4
- Medior Incident Analyst, start with 2
- Senior Incident Analyst, start with 1
- Senior Incident Analyst Team Lead, 1
- Expert Incident Analyst, not requested yet, can be activated later
- The Senior Incident Analyst Team Lead acts as team coordinator, ensuring the entire 2Lis team, including any additional internal or external resources, works according to the same operational agreements and quality. The coordinator aligns with the client’s Domain Lead and Service Delivery Manager.
- We expect to start with a team of 8 FTEs for an initial period of 2 years, approximately 220 man-days per person per year, 440 man-days per person over the initial 2-year period. The assignment may be extended annually, subject to a decision before the end of October each year, up to a maximum total duration of 6 years.
- Up or down staffing can occur during the assignment depending on workload, with a notice of 1 month.
- The team seniority mix can change depending on need.
- The team can be expanded upon the client’s request to a maximum of 13 FTE, Expert, Senior, Medior or Junior, if the workload requires it.
- The client can add specific resources to the team when needed, internal or external.
- Hand-over and training for a new resource will be organized by the team.
- The provider is asked to ensure the stability of the proposed team throughout the duration of the assignment, minimizing changes to team composition.
- The supplier agrees to these conditions and undertakes to facilitate any upscaling and downscaling requirements within a reasonable timeframe.
All engagement terms above apply to your work as a Keystone Solutions consultant embedded with the client.
Required Competencies
- Must have
- Aantoonbare ervaring als functioneel analist. (1 year, Junior level)
- Bachelor or Master degree in a relevant field, Business or IT.
- Keystone Solutions can demonstrate that the proposed candidate has access to an introduction to the essential elements of the CMS and the different MIG domain when the candidate has less than 5 years of experience in the sector. Documentation will be provided.
- Keystone Solutions provides a document outlining the supplier’s support model for the candidate, including access to knowledge, expertise, coaching and specialist support. The governance structure and CVs of the proposed experts and coaches are included.
- Taalvereiste: Nederlandstalig of Franstalig op Europees CEFR-niveau C1.
- Very good knowledge of English, C1.
- The supplier provides evidence that 60 percent of the team members are well known to each other and worked together at other assignments for at least 6 months.
- Should have
- Aantoonbare ervaring met een projectmethodiek.
- Candidate holds the ITIL Foundation Certificate or can prove that training is ongoing. The candidate should reach certification within 3 months after starting.
- Candidate holds the Scrum Master or Product Owner Certificate or can prove that training is ongoing. The candidate should reach certification within 3 months after starting.
- Knowledge of the Message Exchange domains, structure, rectification, measure and cross. (1 year, Junior level)
- Proven experience in a similar function as an Incident Analyst, business or functional analyst or similar, dealing with incident analysis, definition of workarounds or recovery actions. (1 year, Junior level)
- Proven experience in coordination of, communicating to and facilitating with external stakeholders in the Utility sector, DGO, TSO, Supplier.
- Proven experience in elaboration of business and functional requirements, business process development, BPMN, optimization and modelling.
- Proven experience in the Belgian energy market. (1 year, Junior level)
- Proven experience in writing, modifying and executing SQL queries.
- Proven experience with third party management, IT service providers.
- Proven experience with any 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, MIG6 and or MIG DGO.
- Nice to have
- Good knowledge of the second national language, level B2.
- Proven experience in drawing up and managing escalation procedures.
All competencies above will be applied in a consultancy context, working closely with client stakeholders and Keystone Solutions engagement leadership.
Consultancy Nature of Work
- You will operate on site at the client and remotely as needed, as a Keystone Solutions consultant integrated with the client’s service and incident management processes.
- You will adhere to the client’s ITSM procedures and quality controls while leveraging Keystone Solutions’ best practices, knowledge base and governance.
- You will coordinate with the client’s Domain Lead and Service Delivery Manager, and report into Keystone Solutions’ engagement leadership for coaching, delivery excellence and career development.
Dynamic Projects Across Clients
- Start within a high impact incident analyst team for a major Belgian energy market player, then seize opportunities to tackle diverse challenges across other client engagements at Keystone Solutions.
- Gain exposure to multiple environments, vendor ecosystems and market interfaces, including DGO, TSO and supplier interactions.
Turbo-Charged Learning and Development
- Structured coaching and mentoring, access to experts and specialist support, with documented governance and clear escalation lines.
- Certification support for ITIL and agile roles, with dedicated time and budget to achieve credentials within agreed timelines.
- Knowledge sharing culture, reusable playbooks for incidents, workarounds and problem pre-analysis, and continuous improvement backed by Keystone Solutions’ knowledge community.
Ambition Skyrocketing within a Consultancy Framework
- Accelerated career path through varied client engagements, from Junior to Expert and Team Lead opportunities.
- Performance recognition tied to impact, client satisfaction and knowledge contribution, enabling growth into coordination, problem and change analysis and service excellence roles.
Keystone Solutions Values in Action
- Excellence, integrity, collaboration, curiosity and impact guide every consulting engagement.
- Being a K-Stone means bringing these values to each client project, aligning with client governance while raising the bar with our consulting rigor and knowledge sharing.