About the mission
We are looking for a Senior Second Line Incident Solver with expertise in Visual Basic and experience in the energy sector. The role involves incident analysis and coordination with IT vendors and market parties, focusing on the Message Exchange service domain.
Read the full description
Overview
We are responsible for the service of the CMS and PPP applications. The IT service is outsourced but we have set-up a service to the interfacing market parties (suppliers, TSOs and DGOs). This service has been implemented in the ITIL-framework. For the incident process, we are looking for a 2nd line Incident Solver.Key Responsibilities
The 2 Line Incident Solver (2LIS) will work in the service domain: Message Exchange (MEX). The functional domains are Structure, Rectification, Measure and Cross. Everything related to transaction processing CMS. Excluded are batch processing and BI-reporting.The activities will focus on incident analysis and coordination of the resolution with the IT-vendor and the market parties (mainly DGOs).
This is organized in recurring Transaction Hubs per DGO where the incident solver prepares, facilitates and coordinates.
Skills & Experience
We are looking for an experienced MEX 2LIS incident solver with solid proven experience in the energy sector.Demonstrable experience as a functional analyst
Candidate holds the ITIL Foundation Certificate or has similar proven knowledge through experience
Higher education (Bachelor or Master degree)
Proven experience in a similar function as an Incident Solving Analyst
Proven experience of MIG (MIG6 and/or MIG DGO)
Proven experience of the Message Exchange domains: structure, rectification, measure & cross
Proven experience with an incident management tool (preferably TopDesk)
Proven experience with incident analysis
Proven experience with ITIL processes, specific Incident Management (ITSM)
Proven experience with MS SQL
Proven in-depth experience with MS Excel
Proven in-depth experience with VBA
Proven knowledge of the energy market
Languages
Language requirement: French or English at European CEFR level C1
Additional Info
The 2LIS should be able to do detailed analyses of potential complex issues.
The 2LIS should be able to explain technical issues in an understandable way to our customers.
Incidents treatment/analysis has to be according to the priority.
Explicit expertise for this call are proven knowledge of Visual Basic and the integration with SharePoint.
The 2LIS will be responsible for our OVC- and Hammer-tool which are developed in Visual Basic.
Ability to implement new requirements in our Visual Basic tools.
Incident procedure in TopDesk has to be followed and quality control has to be done.
Hybrid homeworking - On site presence in our buildings is requested at least twice per week. We do expect the necessary flexibility upon request.
Our workdays are 8h workdays – there is some flexibility on work time start and end, but the team should be working between 9:00AM and 4:00PM (excluding lunchtime).
We can at all times decide to end the contract of a resource (with 1 month notice).
Bring your own device.
What you'll do
- The activities will focus on incident analysis and coordination of the resolution with the IT-vendor and the market parties (mainly DGOs).
- This is organized in recurring Transaction Hubs per DGO where the incident solver prepares, facilitates and coordinates.
- The 2LIS should be able to do detailed analyses of potential complex issues.
- The 2LIS should be able to explain technical issues in an understandable way to our customers.
- Incidents treatment/analysis has to be according to the priority.
- The 2LIS will be responsible for our OVC- and Hammer-tool which are developed in Visual Basic.
- Ability to implement new requirements in our Visual Basic tools.
- Incident procedure in TopDesk has to be followed and quality control has to be done.
What we're looking for
- Demonstrable experience as a functional analyst
- Candidate holds the ITIL Foundation Certificate or has similar proven knowledge through experience
- Higher education (Bachelor or Master degree)
- Proven experience in a similar function as an Incident Solving Analyst
- Proven experience of MIG (MIG6 and/or MIG DGO)
- Proven experience of the Message Exchange domains: structure, rectification, measure & cross
- Proven experience with an incident management tool (preferably TopDesk)
- Proven experience with incident analysis
- Proven experience with ITIL processes, specific Incident Management (ITSM)
- Proven experience with MS SQL
- Proven in-depth experience with MS Excel
- Proven in-depth experience with VBA
- Proven knowledge of the energy market
- Language requirement: French or English at European CEFR level C1
Skills
- Visual Basic
- MS SQL
- MS Excel
- VBA
- TopDesk