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Senior Incident Analyst PRE - ATRIAS

Customer: ATRIAS Schaarbeek Belgium
Dates: 2027-02-12 — 2029-02-12
Arrangements: 100% work regime; minimum two working days per week on site under Atrias’ attendance policy. Greater presence may be required for project needs, coordination, onboarding, knowledge transfer, security, business continuity or operational needs, coordinated in advance through the project manager or SPOC. Occasional travel to other Atrias or third-party sites, including DGO premises. Reasoned exceptions may be granted subject to assignment needs, feasibility and internal guidelines.
Apply before: 2026-11-04
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Description

Atrias seeks one Senior Incident Analyst PRE for its 2Lis Incident Analyst Team PRE, project ATR-PR-0000000030. The role supports high-quality service and swift incident resolution for CMS transactional processing and message exchange. The PRE domains are Structure, Rectification, Measure and Cross. Batch processing, including Billing and Settlement, and BI reporting are excluded.

The analyst investigates incidents, assesses impacts and implements recovery actions or workarounds where possible. Knowledge sharing, updated solution documentation and feedback on recurrent incidents support the wider service. Collaboration includes IT vendors, DGOs, suppliers and Atrias service-management stakeholders. The service follows ITIL and requires strong functional, data and SQL analysis.

The assignment runs from 12 February 2027 to 12 February 2029 at a 100% work regime, with 440 indicative days per person. At least two working days per week are on site in Brussels, with additional attendance or travel when needed. The initial team comprises eight FTE from one contracting party and can grow to thirteen. Suppliers must respond to all requested project profiles, and annual extensions can bring total duration to six years.

Top Reasons to Apply
Belgian energy market impact
★★★★★
Long-term assignment potential
★★★★★
Complex incident resolution
★★★★★
Cross-company stakeholder collaboration
★★★★★
Team knowledge sharing
★★★★★
Responsibilities
Explain functional and technical issues understandably to Atrias customers and IT vendors.
Analyze incidents thoroughly and assess impacts on Atrias systems, DGOs and suppliers; resolve incidents where possible.
Create, document and execute incident workarounds.
Transfer knowledge across the team and DGOs and keep the Atrias Knowledge DB updated.
Provide frequent feedback to Problem & Change teams to group recurrent incidents for problem analysis.
Follow incident/problem service procedures and perform quality control.
Know the energy market and MIG documentation.
Have good SQL knowledge and know, or build knowledge of, the CMS database structure and linked applications.
Must Have
ITIL Foundation certificate required
Scrum Master/Product Owner certificate
Second national language B2
Message Exchange domains experience
Similar incident analysis experience
External utility stakeholder coordination
Escalation procedure management experience
Business functional requirements experience
Nice to Have
Project methodology experience preferred
Communicate in user language

Detailed Responsibilities and Skills

Additional Responsibilities

  • Focus on incidents, workarounds and problem pre-analysis; extend to Problem & Change analysis when Atrias requires.
  • Collaborate with 2Lis colleagues, Problem & Change analysts, IT vendor recovery/service teams, Functional Domain Leads, resource manager and Service Delivery Manager.
  • Deliver status reporting.
  • Follow onboarding and offboarding procedures.
  • Organize handover and training for new resources.
  • Coordinate incident resolution through transaction-hub bilateral and DGO Opera multilateral meetings.

General skills

  • Good knowledge of the second national language at B2.
  • Knowledge of Message Exchange domains Structure, Rectification, Measure and Cross: 3 years, Medior.
  • Proven experience in a similar Incident Analyst function, including business/functional analysis or similar work involving incident analysis, workarounds or recovery actions.
  • Proven experience coordinating, communicating and facilitating with external utility-sector stakeholders (DGO, TSO, suppliers).
  • Proven experience drawing up and managing escalation procedures.
  • Proven experience elaborating business and functional requirements, including business-process development, BPMN, optimization and modelling: 5 years, Senior.
  • Proven experience in the Belgian energy market: 3 years, Medior.
  • Proven experience managing third-party IT service providers: 5 years, Senior.
  • Proven experience with data analysis.
  • Provide a supplier support-model document covering candidate access to knowledge, expertise, coaching and specialist support, including governance and CVs of proposed experts and coaches.
  • If the candidate has less than 5 years’ sector experience, demonstrate access to an introduction to essential CMS elements and the different MIG domains; attach an explanatory document.
  • Dutch-speaking or French-speaking at European CEFR C1.
  • Supplier evidence that 60% of team members know each other well and have worked together on other assignments for at least 6 months.
  • Very good English at C1.
  • Explain functional and technical issues understandably to Atrias customers and IT vendors.
  • Analyze incidents thoroughly and assess impacts on Atrias systems, DGOs and suppliers; resolve incidents where possible.
  • Create, document and execute incident workarounds.
  • Transfer knowledge across the team and DGOs and keep the Atrias Knowledge DB updated.
  • Provide frequent feedback to Problem & Change teams to group recurrent incidents for problem analysis.
  • Follow incident/problem service procedures and perform quality control.
  • Know the energy market and MIG documentation.
  • Have good SQL knowledge and know, or build knowledge of, the CMS database structure and linked applications.
  • Focus on incidents, workarounds and problem pre-analysis; extend to Problem & Change analysis when Atrias requires.
  • Collaborate with 2Lis colleagues, Problem & Change analysts, IT vendor recovery/service teams, Functional Domain Leads, resource manager and Service Delivery Manager.
  • Deliver status reporting.
  • Follow onboarding and offboarding procedures.
  • Submit proposals for every requested profile in project ATR-PR-0000000030; missing profiles make the project non-compliant and all submitted proposals are rejected.
  • Organize handover and training for new resources.
  • Ensure team stability and minimize changes throughout the assignment.
  • Facilitate upscaling/downscaling with one month notice, changes in seniority mix and expansion up to 13 FTE; Atrias may add internal or external resources.
  • Perform services at least two working days weekly on site, with increased presence and occasional travel when required.
  • Submit an all-inclusive hourly rate in EUR.
  • Accept contractual terms upon candidate submission; right to represent is verified using the Right to represent document, including duplicate-presentation checks by Solvus.
  • Ideally communicate with users in their own language: French, Dutch or English.
  • Demonstrable experience with a project methodology (preferred).
  • Functional analyst experience: listed as Senior, 5 years, but the Context ATTENTION explicitly states that this is not a must for this request; no mandatory five-year functional analyst threshold applies.

Technical skills

  • Knowledge of Message Exchange domains Structure, Rectification, Measure and Cross: 3 years, Medior.
  • Proven experience elaborating business and functional requirements, including business-process development, BPMN, optimization and modelling: 5 years, Senior.
  • Proven experience writing, modifying and executing SQL queries.
  • Proven experience with data analysis.
  • Proven experience with MIG6 and/or MIG DGO.
  • Have good SQL knowledge and know, or build knowledge of, the CMS database structure and linked applications.

Tools

  • Proven experience with incident management/ticketing tools such as TopDesk, Jira, ServiceNow, Atlassian or a similar application; examples are alternatives.
  • Proven experience with Azure DevOps and user-story creation.

Certifications

  • Hold the ITIL Foundation Certificate.
  • Hold a Scrum Master or Product Owner certificate; either is accepted.