EPM Support Manager

Organizational Context

The EPM Support Manager role is within the Program Performance and Budget Service, responsible for facilitating WIPO’s program planning, budgeting, monitoring, and performance assessment using the Enterprise Performance Management (EPM) System. This service ensures WIPO’s programs align with its Results-Based Management framework and Financial Regulations and Rules, underpinned by the EPM system.

Job Purpose

The EPM Support Manager is crucial for managing, maintaining, and advancing WIPO’s cloud-based planning and budgeting application, WePerform, which serves approximately 400 internal users. This role ensures the successful operation and continuous enhancement of WePerform through robust support services, including customer-centric user support, technical system support (levels one and two), user experience improvements, and comprehensive system administration. The incumbent will optimize all support and service management processes according to best practices and organizational goals. Additionally, the manager will contribute to the ERP transformation initiative by integrating WePerform within the new ERP landscape, leading IT projects, and ensuring seamless system interfaces to support WIPO’s strategic objectives. Expert support will be provided to the Program Performance and Budget Division, leveraging data analytics and BI skills for forecasting and actionable insights to enhance decision-making and organizational performance.

Responsibilities

Oversee the daily operation and integration of the WePerform EPM system and its interfaces with other ERP and Business Intelligence (BI) platforms. Coordinate complex technical troubleshooting and issue resolution with external service providers, ensuring timely and effective solutions. Manage the L1 and L2 WePerform Service Desk, handling incident, problem, and request management according to ITIL best practices. Maintain comprehensive and up-to-date business requirements and system documentation. Identify and document business requirements for system enhancements, including new AI functionalities and advanced dashboards. Lead the entire testing lifecycle (Unit Testing and User Acceptance Testing), preparing detailed test scenarios and issue logs. Collaborate with business process owners and implementation partners to design, test, and implement high-quality solutions. Provide expert support during planning, monitoring, implementation, and performance assessment phases. Conduct in-depth data analyses of ERP datasets, prepare expenditure forecasts, automated monitoring reports, and derive actionable insights. Serve as a key contributor to the ERP Transformation Project, leading the technical integration of WePerform into the new ERP portfolio and ensuring seamless interfaces and cross-system synergy.

Work Experience

At least seven years of relevant professional experience in EPM applications, with at least two years in EPM SaaS applications. Demonstrated experience in leading or supporting digital ERP/EPM transformation projects, including cloud-based (SaaS) applications. Relevant experience as a system administrator for EPM SaaS applications. Experience managing EPM support and coordinating with multiple stakeholders, technical teams, business owners, and external service providers.

Skills

Proven ability to manage the full project management lifecycle, including requirement gathering, stakeholder alignment, and risk mitigation. Proficiency in translating complex business needs into technical specifications. Excellent communication and interpersonal skills for effective partnerships in a multicultural environment. Strong analytical skills for data collection, organization, analysis, and dissemination with attention to detail. Excellent organizational skills to meet strict deadlines. Knowledge of results-based management, planning, and budgetary processes is desirable.

Explore related opportunities