Support Coordinator

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.

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.

Reporting Lines:

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

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.

Duties and Responsibilities:

The incumbent will perform the following principal duties:

• a.  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.
• b.  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.
• c.  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.
• d.  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.
• e.  Keep up-to-date with the industry best practices, technologies and methodologies to provide continuous improvements of deployment and support processes.
• f.   Gather requirements for the division’s software services from IP offices and provide input into the product development activities based on feedback collected.
• g.  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.
• h.  Perform other job-related duties as required.

Requirements:

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.

Source: https://wipo.taleo.net/careersection/wp_1/jobdetail.ftl?job=25100-FT_LT