Our client is looking to temporarily expand the team of second-line incident analysts (2LIS) with:
- 1 Medior Analyst (fixed candidate)
- 1 Junior Analyst (candidate can be changed until assignment start, if requirements are met)
This expansion aims to:
- Enhance system continuity
- Address the incident backlog
- Improve the operational resilience and long-term performance of the CMS platform
Organizational Context
- Our client acts as the clearing house of the DGOs and is responsible for the CMS and PPP applications.
- While IT services are outsourced, the client has established a service interface for market parties (suppliers, DGOs, TSOs).
- This service is structured within the ITIL framework.
Scope of Work
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Service Domain: Message Exchange (MEX)
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Functional Domains:
- Structure
- Rectification
- Measure
- Cross
(Focus: transactional processing in CMS; excludes batch processing and BI reporting)
Key Activities:
Analyst Responsibilities
- Clearly explain technical issues to customers
- Share solutions across DGOs via knowledge transfer
- Keep the Atrias Knowledge Database updated
- Provide regular feedback to the problem and change team to support root cause analysis
- Follow service procedures in TopDesk (incidents, problems, changes) with quality control
- Communicate in the user’s language (French, Dutch, or English)
- Demonstrate knowledge of the energy market and MIG documentation
Contractual & Operational Details
- This request is part of a project application; proposals must cover all included requests
- The partner is responsible for selecting resources
- The client reserves the right to terminate a resource’s contract with 1-month notice
- Work Schedule:
- 8-hour workdays
- Flexible start/end times, but team must be active between 9:00 AM and 4:00 PM (excluding lunch)
- No weekend work required
