We’re looking for a hands-on Incident Solver / Analyst to join the core Applications Support team. You’ll be part of a 1st Line Incident Solving (1LIS) group responsible for maintaining stable operations across multiple service domains — including Message Exchange (MEX), Batch Treatment (BT), Reporting (REP), and Release Management (REL).
In this role, you’ll monitor system health, manage incidents from external partners (suppliers, DSOs, and market operators), and collaborate closely with 2nd Line support and problem/change analysts to ensure smooth service continuity within an ITIL-based framework.
What You’ll Do
- Perform incident triage: review incoming incidents, validate quality, assign to the correct teams, and eliminate duplicates.
- Conduct proactive monitoring to detect potential issues before they impact operations.
- Execute standard corrective actions and repetitive maintenance tasks.
- Prepare weekly and monthly service performance reports and dashboards.
- Collaborate with 2nd Line Support (2LIS) and Problem & Change Analysts on root cause identification and improvement actions.
- Contribute to continuous service improvement within the Applications Core Team.
What are we looking for?
- Minimum 3 years of experience as an Incident Solver / Analyst or in a similar application service environment.
- Proven experience with Incident Management / ITSM tools (e.g. ServiceNow, Jira, TopDesk, Atlassian, etc.).
- Solid understanding of ITIL processes, particularly Incident Management.
- Ability to run and modify SQL queries for troubleshooting and validation.
- Strong knowledge of Microsoft Excel (e.g. pivot tables, data analysis).
- Excellent reporting and documentation skills (dashboards, summaries, ticket logs).
- Fluent in Dutch or French (CEFR level C1) and good English (C1).
Nice-to-Have Skills
- Familiarity with MIG6 or MIG DGO standards in the Belgian energy market.
- Experience collaborating with third-party vendors or external stakeholders.
- Knowledge of the Belgian energy sector or related information flows.
- Understanding of Release Management and application lifecycle support processes.
What do we offer?
Location: Brussels (on-site, hybrid possible)
Contract: Freelance or Permanent
Workload: Full-time (100%)
Start Date: 2 January 2026
End Date: 2 January 2027 (extension possible, 12-month increments)
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