User and Application Support Analyst

WIPO Headquarters, 34, chemin des Colombettes, 1211 Geneva 20, Switzerland (GE020)

IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: Please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location.

This post is a limited-term fixed-term post.

a. Organizational Setting

Located within User and Application Support Unit of WIPO's Business Applications Division, which develops and manages IT solutions for core systems such as PCT, Madrid, and The Hague, the Unit acts as the primary contact for technical assistance. The Unit ensures application stability by focusing on timely incident resolution, end-user support, and release management coordination. Additionally, it plays a vital role in business continuity by administering highly complex, time-critical operational schedules necessary for achieving the organization's overarching goals.

b. Purpose Statement

The primary role of the incumbent is to ensure effective support, reliable operation, and continuous improvement of business applications and related services. The role provides advanced technical and functional support, leads the resolution of complex incidents and service requests, and collaborates closely with technical and business stakeholders to maintain service quality and operational continuity. The incumbent contributes to proactive incident management, systems and data analysis, process optimization, operational readiness, and knowledge sharing, with the objective of minimizing disruptions, improving service performance, and ensuring a high-quality user experience.

c. Reporting Lines

The incumbent works under the supervision of the Head of the User and Application Support Unit.

d. Work Relations

The incumbent collaborates closely with internal stakeholders throughout the Organization, as well as with external partners such as vendors, service providers, and national and regional IP offices.

The incumbent will perform the following principal duties:

a. Provide advanced technical and functional support for business systems and services by managing incidents, service requests, and problem records in the designated ticketing system, ensuring timely resolution in line with established SLAs, escalating critical issues when required, and maintaining effective communication with stakeholders throughout the incident lifecycle.

b. Coordinate incident resolution and service delivery with development, infrastructure, and business teams, provide functional guidance and issue analysis to users, and perform root cause analysis for major or recurring incidents to support corrective and preventive actions.

c. Monitor application performance, availability, and operational alerts, and take prompt and appropriate action to prevent or minimize service disruption.

d. Execute and oversee daily operational tasks, scheduled jobs, and application support procedures; validate, implement, or support application fixes, configuration changes, and data corrections as required.

e. Contribute to testing, release, deployment, and post-release support activities for application enhancements and bug fixes, collaborating with internal and external stakeholders to ensure service stability, compliance, and user satisfaction.

f. Identify trends, recurring issues, and opportunities to improve processes, applications, and services in order to enhance operational efficiency, service quality, and the user experience.

g. Maintain and improve support documentation, knowledge articles, and standard operating procedures, while mentoring junior and newly onboarded team members on support processes, tools, troubleshooting, and best practices.

h. Stay informed about emerging technologies and identify opportunities to use them to improve the quality of the services delivered.

i. Perform other related duties as required.

Education (Essential)

First-level university degree in information technology, computer science or a related field.

Education (Desirable)

Certification in ITIL or a related service management framework.

Experience (Essential)

At least six years of demonstrated experience providing advanced technical and functional support for business-critical applications and services.

An advanced university degree in one of the aforementioned disciplines may be accepted in lieu of two years of experience.

Experience (Desirable)

Experience working in a highly confidential and secure environment involving sensitive information data flows.