About our company

“We partner with Europe to empower and enhance a sustainable energy market”.

Located in Luxembourg, we are a service company that hosts Europe's single leading trading platform(e-CAT) for cross-border transmission capacity. On behalf of TSOs, we auction the available long and short-term transmission capacity rights on all internal EU borders.

On the 1st of October 2018, JAO became the Single Allocation Platform (SAP) for all European Transmission System Operators (TSOs) that operate in accordance with EU legislation, since it is able to implement and fulfill all regulatory obligations and requirements. We provide accounting (clearing and settlement), contracting, reporting and project support services.

About the job

The Service Support Analyst is part of the Service Support team, reporting to the Service Support Team Leader, and works on a shift schedule covering Monday to Sunday from 07:30 to 23:00 to ensure continuous service. The role focuses on monitoring critical processes, providing 2nd-line support, and managing incidents and service requests in line with defined procedures and SLAs. It also contributes to service continuity, reporting, and continuous improvement through effective communication, documentation, and collaboration with internal teams.

Key activities in the position:

Support and monitor processes such as explicit auctions, market coupling, publication, single intraday coupling, congestion income by verifying dedicated checkpoints and following the agreed processes and procedures.

Act as the first point of contact foe incidents via phone, email, and ticketing systems, delivering professional and customer-focused support.

Log, categorize, prioritize, and manage incidents and service requests in line with defined SLAs.

Provide first-line troubleshooting and resolution for application, system, and access-related issues.

Escalate complex, unresolved, or high-impact issues to Senior Service Support Analysts or second-level support teams.

Communicate clearly with users regarding issue status, progress, and expected resolution times.

Participate in shift briefings and ensure effective handover between shifts to maintain service continuity.

Follow established procedures, work instructions, and troubleshooting guides.

Accurately document incidents, actions taken, and resolutions to support reporting and compliance requirements.

Contribute to the maintenance and improvement of knowledge base articles and support documentation.

Continuously develop technical and application knowledge and actively participate in training and improvement initiatives.

Identify and intervene in case of deviation from normal process by raising alerts, coordinate with the relevant team for advanced troubleshooting and follow fallback process if needed.

Participate in internal discussions and brainstorming sessions to drive change initiatives and provide feedback for continuous improvement within the service support team.

Prepare the operational reports detailing, KPIs, issues.

Handle tasks connected to the transition period to the new service structure and ensuring uninterrupted business operations linked to the change from the previous to the new role.

We are looking for someone with the following skills set:

Degree Education Level (2 years after A-Level), or equivalent.

1 to 3 years of experience in a Service Desk, Helpdesk, or Operational support role providing 2nd-line support.

Practical experience supporting applications, systems, or platforms in a production or operational environment.

Experience following documented procedures, SLAs, and escalation processes within an IT support organization.

Understanding of IT systems and applications to support troubleshooting activities.

Proficient in MS Office more particularly in Excel.

General knowledge about IT systems and network.

Excellent communication skills.

Consistency, accuracy and attention to detail.

Natural curiosity.

Proactive approach on initiatives.

Deliver on promises and made commitments.

Go the extra mile, owning a problem, and keen to volunteer for new tasks.

Able to prioritize and structure work logically and efficiently.

Actively listen to customers and colleagues and use the available options to give an answer.

We offer

Salary paid on 13 months basis.
31 days holidays per year.
Up to 40% of home office for Luxemburgish residents, 25% maximum for non-residents.
150 Euros per month towards transportation (Bus/Train) or full reimbursement of parking tickets outside the office.
50 Euros per month towards sport.
18 Luncheon vouchers per month.
DKV complementary health insurance for you and your close family members.
Pension plan, including Life and Disability Benefits.
1,000 Euros towards training per year.

In an industry that poses unique challenges and operates under stringent regulations, we are committed to creating an environment where our employees can build a solid foundation of knowledge and expertise, while growing and thriving in a positive, professional atmosphere. Join us for new professional adventures!

Service Support Analyst

Information