Location: Geneva, Switzerland
Job Reference: 26306-FT_LT
Grade: P3
Contract Type: Limited-Term Fixed-Term Appointment
Contract Duration: 2 years, renewable subject to satisfactory performance and applicable conditions, with a maximum cumulative period of 5 years
Application Deadline: 19 November 2026 at 12:59 AM
Organizational Context
The position is based in the User and Application Support Unit, Business Applications Division, Information and Communication Technology Department, Corporate Management and Transformation Sector.
The Unit develops and manages IT solutions for core systems such as PCT, Madrid and The Hague. It serves as the primary contact for technical assistance and ensures application stability through timely incident resolution, end-user support and release management coordination. It also supports business continuity by administering complex, time-critical operational schedules.
The successful candidate will ensure effective support, reliable operation and continuous improvement of business applications and related services. The role involves advanced technical and functional support, resolving complex incidents and service requests, and working with technical and business stakeholders to maintain service quality and operational continuity.
Duties and Responsibilities
The User and Application Support Analyst will be responsible for:
- Providing 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 and escalating critical issues when required.
- Coordinating incident resolution and service delivery with development, infrastructure and business teams, providing functional guidance and issue analysis to users, and conducting root cause analysis for major or recurring incidents.
- Monitoring application performance, availability and operational alerts, and taking appropriate action to prevent or minimise service disruptions.
- Executing and overseeing daily operational tasks, scheduled jobs and application support procedures, including validating and implementing application fixes, configuration changes and data corrections.
- Contributing to testing, release, deployment and post-release support activities for application enhancements and bug fixes.
- Identifying recurring issues and opportunities to improve processes, applications and services to enhance operational efficiency, service quality and user experience.
- Maintaining and improving support documentation, knowledge articles and standard operating procedures.
- Mentoring junior and newly onboarded team members on support processes, tools, troubleshooting and best practices.
- Keeping informed about emerging technologies and identifying opportunities to improve service delivery.
- Performing other related duties as required.
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 and 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 and 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.
Organizational Competencies
- Communicating effectively.
- Showing team spirit.
- Demonstrating integrity.
- Valuing diversity.
- Producing results.
- Showing service orientation.
- Seeing the big picture.
- Seeking change and innovation.
- Developing yourself and others.
Salary and Benefits
The estimated annual salary for this P3 position, based on the October 2026 post adjustment rate of 80.3%, is:
- Annual net salary: USD 64,121
- Post adjustment: USD 51,489
- Total annual salary: USD 115,610
Salaries and allowances are paid in Swiss francs at the official United Nations exchange rate. The post adjustment is variable and subject to change.
Additional Information
- The initial fixed-term appointment is for two years and is 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, normally with no possibility of renewal beyond that period.
- The five-year limit does not apply to WIPO staff members on permanent, continuing or regular fixed-term appointments.
- This vacancy announcement may also be used to fill other posts at the same grade with similar functions.
- Applications from qualified women and qualified nationals of unrepresented WIPO Member States and underrepresented geographical regions are encouraged.
- WIPO reserves the right to make an appointment at a grade lower than the advertised grade.
- Shortlisted candidates will be required to provide scanned copies of identification and relevant academic qualifications.
- Additional testing or interviews may be used during the selection process. Initial appointment is subject to satisfactory professional references, and additional background checks may be required.
How to Apply
Interested candidates should submit their applications through the official WIPO recruitment portal.
Application Deadline: 19 November 2026 at 12:59 AM. The deadline is based on the local time zone of the applicant’s location.
Apply here: Apply Online – WIPO