User and Application Support Analyst - 26306-FT_LT in Genève

pUser and Application Support Unit, Business Applications Division, Information and Communication Technology Department, Corporate Management and Transformation Sector /p /brpContract Duration - 2 years (maximum cumulative length of 5 years) * /p /brpDuty Station: CH-Geneva /p /brpApplication Deadline: 18-Nov-2026, 11:59:00 PM CET /p /brpThis post is a limited-term fixed-term post. /p /brh31. Organizational Context /h3 /brh3a. Organizational Setting /h3 /brpLocated 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. /p /brh3b. Purpose Statement /h3 /brpThe 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. /p /brh3c. Reporting Lines /h3 /brpThe incumbent works under the supervision of the Head of the User and Application Support Unit. /p /brh3d. Work Relations /h3 /brpThe 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. /p /brh32. Duties and Responsibilities /h3 /brpThe incumbent will perform the following principal duties: /p /brul /brlia. 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. /li /brlib. 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. /li /brlic. Monitor application performance, availability, and operational alerts, and take prompt and appropriate action to prevent or minimize service disruption. /li /brlid. 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. /li /brlie. 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. /li /brlif. Identify trends, recurring issues, and opportunities to improve processes, applications, and services in order to enhance operational efficiency, service quality, and the user experience. /li /brlig. 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. /li /brlih. Stay informed about emerging technologies and identify opportunities to use them to improve the quality of the services delivered. /li /brlii. Perform other related duties as required. /li /br /ul /brh33. Requirements /h3 /brpFirst‑level university degree in information technology, computer science or a related field. /p /brpCertification in ITIL or a related service management framework. /p /brh3Experience (Essential) /h3 /brpAt least six years of demonstrated experience providing advanced technical and functional support for business‑critical applications and services. /p /brpAn advanced university degree in one of the aforementioned disciplines may be accepted in lieu of two years of experience. /p /brpExperience working in a highly confidential and secure environment involving sensitive information data flows. /p /brpExcellent knowledge of written and spoken English. /p /brh3Job Related Competencies (Essential) /h3 /brpStrong knowledge of technical application support and production operations in enterprise environments. /p /brpGood understanding of incident management, problem management, change management, and service request processes. /p /brpStrong troubleshooting and analytical skills, with the ability to investigate complex technical and functional issues. /p /brpGood knowledge of application monitoring and alerting tools. /p /brpFamiliarity with ticketing and workflow tools such as Jira or equivalent. /p /brpGood knowledge of relational databases and SQL, Java, and XML processing. /p /brpGood knowledge of production procedures and data flows. /p /brpStrong problem‑solving and root cause analysis skills. /p /brpAbility to assess priorities, manage multiple activities, and work effectively under pressure. /p /brpStrong communication skills, with the ability to provide clear updates to users, stakeholders, and technical teams. /p /brpAbility to collaborate effectively with cross‑functional teams and external service providers. /p /brh3Job Related Competencies (Desirable) /h3 /brpKnowledge and understanding of public cloud architectures and operating models. /p /brp1. Communicating effectively. /p /brp2. Showing team spirit. /p /brp3. Demonstrating integrity. /p /brp5. Producing results. /p /brp6. Showing service orientation. /p /brp7. Seeing the big picture. /p /brp8. Seeking change and innovation. /p /brp9. Developing yourself and others. /p /brpFor more information, including on the salaries and benefits, please check the WIPO Careers website. /p #J-18808-Ljbffr