Ben Coninx

External: - Working as consultant (business analyst or product owner) for clients within the Energy & Utilities sector. Internal: Lead of Commercial Support (tendering) - Preparation and validation of tendering cases Co-lead of the Energy & Utilities center of excellence - Internal knowledge sharing regarding the Energy & Utilities sector - Attended FLEXCON 25

SWoPP-project (01/2024 - 10/2025) : Digitalization project of all safety related preparation and information during infrastructure and maintenance projects on high-voltage substations, pylons, lines and cables. - End-to-end implementation of a digital safety dashboard with real-time safety information per substation. First version delivered in October 2024. Continuously improving throughout 2025. - Joined the Innovation Week of Elia in November 2024 to present the Digital Safety Dashboard to internal colleagues and external stakeholders of the Elia Group both in Brussels and Berlin. - Business analysis to implement a user-friendly and digitalized way to create demarcation plans. - Business analysis to implement a digital way to create and distribute the schemes of who is the regional guardian that will be on duty outside the business hours. Tax Automation (10/2024 - 08/2025) : Digitalization project to automate the tax analysis by integrating the necessary underlying data (assets, parcels, GIS, ...). - business and context analysis during the initiating phase of the project.

Responsible for the continuous improvement of Sales, Operations, and Customer Service processes and applications by managing and prioritizing the backlog of these solutions. - Managing the external analysts and developers who are responsible for all development. - Optimization of the database structure and data cleaning. - Implementation of a Customer Service Search screen to find customers in a faster and more efficient way. - Software integrations with external suppliers (Installation partners) and customers (Leasing companies) - Dashboarding and Reporting requests (for both internal and external use) Responsible for the monthly Settlement (invoicing) run of charging sessions. - Prioritization of incidents and change requests for our internally involved developers - Improve collaboration and communication with the business departments - Improve collaboration and communication with our biggest customers regarding the invoicing and reimbursement of their charging sessions. Responsible for our internal IT Helpdesk - Managing our IT System Engineers for all European locations (BE, NL and UK) Responsible for all IT implementations within Europe - European stakeholder within the global implementation projects of CRM (SalesForce Sales & Service Cloud) and ERP (Netsuite) systems. - Contribute to the project management of these implementations

Business analysis for the continuous improvement of Sales, Operations, and Customer Service processes - Introduction of third-line escalations in the customer service software - Dashboarding & Reporting requests - Involved business applications: JIRA with EazyBI Introduction of project management standards within the organization: - project initiation forms, business cases, risk analysis, roadmaps, project communication, ...

IT project & process management for the end-2-end rollout of a Fiber-to-the-home (FTTH) project in several Flemish cities. Creating business processes, translating them into IT requirements, and managing the implementation & testing of all involved applications both with internal and external software suppliers throughout all stages (Pre-engineering, Surveying, Engineering, Construction, Final Delivery to Client) of the FTTH-projects. A wide range of activities: - Lead the team of IT business analysts (3 to 5 members) - Organize workshops with the business teams to collect/validate business requirements - Process modeling via Lucidchart/Visio - Interact with internal/external software suppliers from offer to implementation and aftercare - Interact with external clients on IT requirements and possible integrations. - Create a high-level planning/roadmap for all the implementations. - Follow-up of the implementation (delivery & testing stage) - Progress reporting (RAG status) of the project to management Involved business applications: ComSof, GeoStruct, QGis, SmartFix (inhouse developed), Go Appeee

- Represent and manage the business side of the MIG 6 implementation project - Project management on business requirements, business testing and business transformation for all business departments - Temporary Product Owner role for a virtual business team on the project. - Representative of Eneco in the market committee regarding MIG 6 market testing.

- Ownership of customer service processes - Representative of business in several projects such as digitalization, RPA introduction, data migration, cloud migration, CRM & ERP implementations (Siebel, SAP ISU), ... - Contribute to continuous improvements as a business stakeholder - Responsible for the business post-implementation plan & setup

- Measure, monitor and analyze operational processes and KPI's within customer service, operations and sales. - Contribute to continuous improvements via business requirements, business cases, UAT, use cases, user stories, process modelling, ...

- Responsible for all operational billing processes and KPI's - Prepare external audits of our invoices & tariffs - Prepare and give expert training on billing processes - Applications: Nexant Revenue Manager & HD, BOB, custom case management application

- Handle inbound contacts (call & mail) in NL + FR - After Sales support

- Contribute to business requirements & process improvements - Prepare & execute UAT - Prepare and give training to customer service agents - Applications: Microsoft Dynamics AX, custom case management application

- Handle inbound contacts (call, mail, socials) in NL + overflow in FR