User and Application Support Analyst

Job Posting Organization:
The World Intellectual Property Organization (WIPO) is a specialized agency of the United Nations that was established in 196

• Its mission is to promote the protection of intellectual property worldwide through cooperation among states and in collaboration with international organizations. WIPO has a diverse workforce of over 1,000 employees and operates in multiple countries, providing a global platform for intellectual property services, policy, information, and cooperation. The organization is committed to fostering innovation and creativity for the benefit of all.

Job Overview:
The User and Application Support Analyst position is critical within WIPO's Business Applications Division, specifically in the User and Application Support Unit. This role is designed to ensure the effective support and reliable operation of business applications and related services. The incumbent will provide advanced technical and functional support, lead the resolution of complex incidents, and collaborate closely with both technical and business stakeholders to maintain high service quality and operational continuity. The position emphasizes proactive incident management, systems and data analysis, process optimization, and knowledge sharing, all aimed at minimizing disruptions and enhancing user experience. The analyst will be responsible for ensuring that the applications are stable and that any issues are resolved promptly, thereby contributing to the overall goals of the organization.

Duties and Responsibilities:
The incumbent will perform a variety of duties including: providing 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 service level agreements (SLAs); coordinating incident resolution and service delivery with development, infrastructure, and business teams; providing functional guidance and issue analysis to users; performing root cause analysis for major or recurring incidents; monitoring application performance and availability; executing daily operational tasks and application support procedures; contributing to testing, release, deployment, and post-release support activities; identifying trends and opportunities for process improvement; maintaining and improving support documentation; mentoring junior team members; staying informed about emerging technologies; and performing other related duties as required.

Required Qualifications:
Candidates must possess a first-level university degree in information technology, computer science, or a related field. Additionally, certification in ITIL or a related service management framework is desirable. Essential qualifications include at least six years of demonstrated experience providing advanced technical and functional support for business-critical applications and services. An advanced university degree in a relevant discipline may be accepted in lieu of two years of experience. Experience in a highly confidential and secure environment involving sensitive information data flows is also desirable.

Educational Background:
The educational background required for this position includes a first-level university degree in information technology, computer science, or a related field. A certification in ITIL or a related service management framework is considered an asset. Candidates with an advanced university degree may have their educational qualifications evaluated against the experience requirement, where two years of experience can be substituted for an advanced degree.

Experience:
The position requires at least six years of relevant experience in providing advanced technical and functional support for business-critical applications and services. Candidates with an advanced university degree in a relevant field may have two years of experience waived. Experience in environments that handle sensitive information and data flows is also preferred, indicating a need for discretion and confidentiality in operations.

Languages:
The essential language requirement for this position is excellent knowledge of written and spoken English. Proficiency in additional languages may be considered an asset, particularly if they are relevant to WIPO's international operations and stakeholder engagement.

Additional Notes:
The position is a fixed-term appointment for an initial duration of two years, with the possibility of renewal based on satisfactory performance and other applicable conditions. The selected candidate's appointment will be subject to an overall term of five years in this position, with limited potential for renewal beyond that term. The annual salary is structured in US dollars, with a net annual salary of $64,121, a post adjustment of $51,489, leading to a total salary of $115,61

• Salaries and allowances are paid in Swiss francs at the official rate of exchange of the United Nations. The organization encourages applications from qualified women and nationals of unrepresented Member States of WIPO. The recruitment process may involve additional testing or interviews, and candidates must provide identification and educational qualifications upon being shortlisted.