User and Application Support Analyst (Fixed-Term, Geneva)

About the role

WIPO's User and Application Support Unit, part of the Business Applications Division of the ICT Department, is looking for a User and Application Support Analyst in Geneva. The Unit supports core systems such as PCT, Madrid and The Hague, acting as the main point of contact for technical assistance and ensuring application stability through incident resolution, end-user support and release management. This is a limited-term fixed-term post of 2 years (maximum cumulative length of 5 years).

Key responsibilities

• Provide advanced technical and functional support for business systems, managing incidents, service requests and problem records in the ticketing system according to SLAs.
• Coordinate incident resolution with development, infrastructure and business teams, and carry out root cause analysis for major or recurring incidents.
• Monitor application performance, availability and operational alerts to prevent or minimise service disruption.
• Run daily operational tasks, scheduled jobs and support procedures, and support application fixes, configuration changes and data corrections.
• Take part in testing, release, deployment and post-release support for application improvements and bug fixes.
• Identify trends and recurring issues and contribute to process and service improvements.
• Maintain support documentation and knowledge articles, and mentor junior and new team members.

Required profile

• First-level university degree in information technology, computer science or a related field.
• At least six years of experience providing advanced technical and functional support for business-critical applications; an advanced degree may replace two years of experience.
• Excellent written and spoken English.
• Desirable: ITIL certification and experience in a highly confidential, secure environment.

Required skills

• Ticketing and workflow tools such as Jira or equivalent.
• Relational databases and SQL, Java and XML processing.
• Incident, problem, change and service request management, and application monitoring and alerting tools.
• Desirable: knowledge of public cloud architectures and operating models.