User and Application Support Analyst

User and Application Support Unit, Business Applications Division, Information and Communication Technology Department, Corporate Management and Transformation Sector

Contract Duration - 2 years (maximum cumulative length of 5 years) *

Duty Station: CH-Geneva

Application Deadline: 18-Nov-2026, 11:59:00 PM CET

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

1. Organizational Context

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.

2. Duties and Responsibilities

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.

3. Requirements

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.

Language (Essential)

Excellent knowledge of written and spoken English.

Job Related Competencies (Essential)

Strong knowledge of technical application support and production operations in enterprise environments.

Good understanding of incident management, problem management, change management, and service request processes.

Strong troubleshooting and analytical skills, with the ability to investigate complex technical and functional issues.

Good knowledge of application monitoring and alerting tools.

Familiarity with ticketing and workflow tools such as Jira or equivalent.

Good knowledge of relational databases and SQL, Java, and XML processing.

Good knowledge of production procedures and data flows.

Strong problem-solving and root cause analysis skills.

Ability to assess priorities, manage multiple activities, and work effectively under pressure.

Strong communication skills, with the ability to provide clear updates to users, stakeholders, and technical teams.

Ability to collaborate effectively with cross-functional teams and external service providers.

Job Related Competencies (Desirable)

Knowledge and understanding of public cloud architectures and operating models.

4. Organizational Competencies

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.

For more information, including on the salaries and benefits, please check the WIPO Careers website.