Medior incident analyst

To ensure the service with a high quality and a swift resolution time, Atrias would like to hire an incident team. The team will be created by consultants with a Time & Material contract, all from one contracting party. There are specific deliverables that are a team responsibility but of course every individual has its own role to play.

1.1 Team Requirements

The 2LIS analyst should be able to explain functional and technical issues in an understandable way to the Atrias customers and IT vendors. The 2LIS analyst needs to be able to analyze incidents thoroughly and identify the impact on both the Atrias systems as the DGO and Suppliers if applicable. Where possible the 2LIS analyst takes action to resolve incidents. The 2LIS analyst needs to be able to create, document (and execute) workarounds for incidents. The 2LIS analyst will organize knowledge transfer to his colleagues in the team so that a solution for an incident for one DGO is also used for other DGOs. The Atrias Knowledge DB must remain updated with these solutions. The 2LIS analyst will organize frequent feedback to the problem and change team so that recurrent incidents are grouped and combined for problem analysis. Service procedures (incidents & problems) have to be followed and quality control has to be done. Contact with users are ideally in the language of the user (French, Dutch or English). Knowledge of the energy market and the MIG-documentation is required as the 2LIS analyst is directly responsible to manage incidents in this context. 2LIS analysts need to have good knowledge of SQL and need to know (or build knowledge) on the CMS database structure and linked applications to be able to analyse incidents correctly. The focus of the 2LIS analysts is on incidents, workarounds & pre-analysis of problems. If needed by Atrias they can extend into Problem & Change analysis to aid different teams in Atrias. Work in close collaboration within the 2LIS team, but also with other linked persons & teams: the problem & change analysts, the IT vendor team for recovery and Service, the Atrias Functional Domain Leads, the Atrias resource manager and the Atrias Service Delivery Manager. Deliver status reporting. Onboarding and Offboarding procedure has to be followed for new/leaving resources.

1.2 Team composition

This individual request forms part of project request 'ATR-PR-0000000030 - 2LIS Incident Analyst Team PRE'. 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. We foresee the following profiles in the team. Not all profiles will be required from the start, but can be activated upon request (see also up- or downstaffing point):

• ATR000307 - Junior Incident analyst – start with: 4
• ATR000308 - Medior Incident analyst – start with: 2
• ATR000311 - Senior Incident analyst – start with: 1
• ATR000312 - Senior Incident Analyst Team Lead: 1
• ATR000313 - Expert Incident analyst – not requested yet, can be activated later.

The Senior Incident Analyst Team Lead acts as the team coordinator. This coordinator will also focus on making sure the entire 2LIS team (there can be other resources added to the team - internal or external) is working according to the same operational agreements, quality and will align with the Domain Lead and Service Delivery Manager. We expect to start with a team of 8 FTEs for an initial period of 2 years. This represents 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. We expect to start with 8 FTE for a period of 2 years (a 220 MD/pp in one year – so 440MD/pp). The assignment can be extended every year (to be decided yearly before end of October) – with a maximum period of 6 years in total. During the assignment there can be some changes in team composition depending on the workload. An up- or down staffing of the team, taking into account sufficient notice of 1 month, should be feasible. During the assignment there can be changes in the team seniority mix depending on the need. The team can be expanded upon request of Atrias to a maximum of 13 FTE (Expert, Senior, Medior or Junior) if the workload requires it. Atrias can add specific resources to the team when needed (internal or external). Hand-over and training for a new resource will have to 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.

Skills:

• Proven experience as a functional analyst (Must have, Medior)
• Proven experience in a similar function as an Incident Analyst (business, functional analyst or similar function dealing with incident analysis, definition of workarounds or recovery actions, ...) (Must have)
• Proven experience in elaboration of Business and functional Requirements (Business Process development, BPMN, optimization, modelling,…) (Must have, Medior)
• Proven experience in writing, modifying and executing SQL queries (Must have, Medior)
• Proven experience with any Incident Management / ticketing Tools such as TopDesk, Jira, ServiceNow, Atlassian, or similar application… (Must have)
• Proven experience with Azure DevOps and user story creation (Must have)
• Provide a document outlining the supplier's support model for the candidate, including access to knowledge, expertise, coaching, and specialist support. Include the governance structure and CVs of the proposed experts and coaches. (Must have)
• Supplier can demonstrate that the proposed candidate has access to an introduction to the essential elements of the CMS and the different MIG domain, if the candidate has less than 5 years experience in the sector (attach a document with your explanation) (Must have)
• Language requirement: Dutch or French at European CEFR level C1 (Must have)
• The supplier provides evidence that 60% of the team members are well known to each other and worked together on other assignments for at least 6 months (Must have)
• Very good knowledge of English (C1) (Must have)
• Proven experience with a project methodology (Should have)
• Candidate holds the ITIL Foundation Certificate or is able to prove that the training is ongoing to get the ITIL Foundation Certificate. The candidate should reach certification within 3 months after starting. (Should have)
• Candidate holds the Scrum Master or Product Owner Certificate or is able to prove that the training is ongoing to get the Scrum Master or Product Owner Certificate. The candidate should reach certification within 3 months after starting. (Should have)
• Demonstrable experience with 3rd party management (IT service providers) (Should have)
• Good knowledge of the second national language (level B2) (Should have)
• Knowledge of the Belgian energy market (Should have, Junior)
• Knowledge of the Message Exchange domains: structure, rectification, measure & cross (Should have, Junior)
• Proven experience in coordination of, communicating to and facilitating with external stakeholders in the Utility sector (DGO, TSO, Supplier,…) (Should have)
• Proven experience with Data analysis (Should have)
• Proven experience with the MIG (MIG6 and/or MIG DGO) (Should have)
• Proven experience in drawing up and managing escalation procedures (Nice to have)

Atrias is responsible for the service of the CMS and PPP applications. The IT service is outsourced but Atrias has set-up a service to the interfacing market parties (suppliers, TSOs and DGOs). This service has been implemented in the ITIL-framework. For the Problem & Change process Atrias is looking for a team of Problem & Change Analysts (PCA). The 2LIS Incident Analyst team will work in the 'Pre' service domains Structure, Rectification, Measure and Cross. In short: Everything related to transactional processing / message exchange in CMS. Excluded are batch processing (Billing, Settlement) and BI-reporting. The activities will focus on Incident analysis (including recovery and or workaround creation when possible); problem detection/ pre-analysis and coordination of incident resolution with the IT-vendor and the market parties (mainly DGOs) via transaction hub (bilats) or DGO Opera (multilat) meetings. This request is part of a project application. A valid and compliant proposal must include a proposal for all requests that are part of the project application.

ATTENTION The following requirement is not a must for this request: - Proven experience as a functional analyst – 3 years