Support Coordinator

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

The post is located in the Global Delivery and Support Section, IP Office Business Solutions Division. The IP Office Business Solutions Division delivers technical solutions and related services to enable more than 90 IP Offices, mostly in developing countries, to provide improved IP registration services to their stakeholders. This Section is responsible for the coordination of support requests from IP offices (helpdesk) for IPAS, WIPO File and WIPO Publish, the support for cloud hosting for IP offices, maintaining documentation, wiki and online training materials, the business ownership of the software products and authority for change management and the management of external contractors to deliver support and related services.

b. Purpose Statement

The purpose of the position is to take responsibility for monitoring, assigning and administrating the activities of contractors and consultants in the Section conducting the work of technical support on IPO Business Solutions to Industrial Property Offices in the WIPO member states.

c. Reporting Lines

The incumbent works under the supervision of the Head of the Global Delivery and Support Section.

d. Work Relations

The incumbent reports to the Head of the Section and works closely with all other staff of the Division, in particular with the Product Development Section for the coordination of support to IP offices. The incumbent must also work horizontally across the Organization to ensure integration with Global Databases for data collection and integration with shared ICT services managed by the Information and Communication Technology Department.

The incumbent will perform the following principal duties:

1. Monitor support requests from IP offices, assign them to experts in the support team, and administer the follow-up of support requests to ensure that agreed service levels are met.
2. Oversee and coordinate knowledge sharing among experts in the Delivery and Support Section and with IP offices, in coordination with the other staff and consultants of the Division.
3. Design quality measures and delivery metrics to ensure services offered by the Delivery and Support Section are in-line with agreed standards and meeting clients' expectations.
4. Liaise between support experts and cloud specialists in the Division and the other Sectors to coordinate the migration and support of IP office business services to the cloud.
5. Keep up-to-date with the industry best practices, technologies and methodologies to provide continuous improvements of deployment and support processes.
6. Gather requirements for the division's software services from IP offices and provide input into the product development activities based on feedback collected.
7. Coordinate the exchange of data with IP Offices and WIPO to support operational needs of the IP Offices and to feed WIPO's repositories of high-quality IP data.
8. Perform other job-related duties as required.

Education (Essential)

First-level university degree in computer science, information technology or other closely related discipline.

Education (Desirable)

AWS Cloud Practitioner Certification, or higher.

Experience (Essential)

At least six years of experience in the provision and supporting of IT products or services.

Experience performing multi-level IT support and advanced troubleshooting.

Experience working with teams and contractors of different skills and backgrounds, and in nearshore and off-shore environments.

Experience (Desirable)

Experience in the coordination, distribution and review of assignments within a team.

Language (Essential)

Excellent written and spoken knowledge of English.

Language (Desirable)

Good knowledge of another UN official language.

Job Related Competencies (Essential)

Ability to deliver customer-oriented services to a wide range of stakeholders and to maintain effective partnerships in a multicultural environment with sensitivity and respect for diversity.

Knowledge of SQL-based databases (Oracle, MSSQL, Postgres etc.), Linux and Windows systems administration, AWS cloud technologies.

Sound knowledge of training and content management tools and platforms.

Excellent communication and interpersonal skills.

Competent user of Microsoft 365 applications (Word, Excel, Outlook, PowerPoint, Sharepoint, Teams) and the internet, and the ability to adapt quickly to new software.

1. Communicating effectively.
2. Showing team spirit.
3. Demonstrating integrity.
4. Valuing diversity.
5. Producing results.
6. Showing service orientation.
7. Seeing the big picture.
8. Seeking change and innovation.
9. Developing yourself and others.

Mobility: WIPO staff members are international civil servants subject to the authority of the Director General and may be assigned to any activities, office or duty station of the Organization. Accordingly, the selected candidate may be required to move from time to time to new functions and/or to another duty station.

Annual salary:

Total annual salary consists of a net annual salary (net of taxes and before medical insurance and pension fund deductions) in US dollars and a post adjustment. Please note that this estimate is for information only. The post adjustment multiplier (cost of living allowance) is variable and subject to change (increase or decrease) without notice. The figures quoted below are based on the February 2025 rate of 68.1%

P3

Annual salary: $64,121

Post adjustment: $43,666

Total Salary: $107,787

Currency: USD

Salaries and allowances are paid in Swiss francs at the official rate of exchange of the United Nations.

Please refer to WIPO's Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances.

Additional Information

* Initial fixed-term appointment of two years, renewable subject to 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 normally no possibility of renewal beyond that term. S/he may, however, apply and be considered for other positions at WIPO.

This is not applicable to WIPO staff members on fixed-term, continuing or permanent appointments, who were recruited following a competition under Staff Regulation 4.10 ("Appointment Boards").

This vacancy announcement may be used to fill other posts at the same grade with similar functions in accordance with Staff Rule 4.9.5.

Applications from qualified women as well as from qualified nationals of unrepresented Member States of WIPO and underrepresented geographical regions are encouraged. Please click on the following links for the list of unrepresented Member States and the list of underrepresented regions and the WIPO Member States in these regions.

The Organization reserves the right to make an appointment at a grade lower than that advertised.

___________________________________________________________________

By completing an application, candidates understand that any willful misrepresentation made on this web site, or on any other documents submitted to WIPO during the application, may result in disqualification from the recruitment process, or termination of employment with WIPO at a later date, if that employment resulted from such willful misrepresentations.

In the event that your candidature is shortlisted, you will be required to provide, in advance, a scanned copy of your identification and the degree(s)/diploma(s)/certificate(s) required for this position. WIPO recognizes higher educational qualifications obtained from institutions accredited/recognized in the World Higher Education Database (WHED), a list maintained by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed here: http://www.whed.net/. Some higher educational qualifications may not be listed in WHED, and will be reviewed on a case-by-case basis.

Additional testing/interviewing may be used as a form of screening. Initial appointment is subject to satisfactory professional references.

Additional background checks may be required.