CRM and Business Process Assistant

Organizational Context

The Income Section, Finance Division, supports WIPO's sectors by accounting for incoming payments and offering customer services like Current Account facilities and online credit card settlements. This role is within the Administration, Finance and Management Sector, contributing to financial operations.

Job Purpose

This position supports Finance processes undergoing significant transformation due to new CRM, Key Data Management (KDM), customer authentication, and Enterprise Resource Planning (ERP) systems. The core responsibility involves creating operational workflows, process documents, and operating procedures. The incumbent will map and document data and information flows between these integrated systems, crucial for parallel project implementations. Additionally, the role manages Jira as the primary tool for logging and tracking operational issues and project management within Finance.

Responsibilities

The incumbent will convert business process documentation into clear, standardized, and actionable process flows. They will maintain and update the Continuous Improvement Jira for Finance, managing the migration to Cloud Jira and ensuring integration with connected applications. Responsibilities include gathering, refining, and documenting business and process improvement requirements. The role involves following up on change requests, system incidents, and bugs with relevant internal technical teams. Creating operational workflows, process documents, and Standard Operating Procedures (SOPs) for key Finance functionalities related to CRM, ERP, and KDM is essential. Support for data management, reporting, and analytics initiatives within the section is also required.

Work Experience

At least five years of relevant professional experience in business support, process documentation, or systems administration is essential. Experience in creating project documentation and utilizing process design methodologies or mapping tools is required. Experience within an Accounting, Finance, or customer service environment is desirable.

Skills

Essential skills include digital literacy with enterprise software (CRM/ERP) and task-management tools (Jira, Microsoft 365). Proficiency in process and documentation support, including drafting SOPs, is necessary. Familiarity with system tracking and support in a ticketing/project management environment like Jira is required. High attention to detail, strong interpersonal and communication skills, and adaptability to work effectively in a team and manage workload are also essential.

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