User and Application Support Analyst
Organizational Context
The User and Application Support Unit, within WIPO's Business Applications Division, is the primary technical assistance contact for core IT systems like PCT and Madrid. The Unit ensures application stability through incident resolution, end-user support, and release management coordination, playing a vital role in business continuity and achieving organizational goals.
Job Purpose
The incumbent's main role is to ensure effective support, reliable operation, and continuous improvement of business applications and related services. This involves providing advanced technical and functional support, leading the resolution of complex incidents and service requests, and collaborating with technical and business stakeholders to maintain service quality and operational continuity. The position contributes to proactive incident management, systems and data analysis, process optimization, operational readiness, and knowledge sharing, aiming to minimize disruptions, enhance service performance, and ensure a high-quality user experience.
Responsibilities
Provide advanced technical and functional support for business systems, managing incidents, service requests, and problems within SLAs. Coordinate incident resolution with development, infrastructure, and business teams, offering functional guidance and performing root cause analysis. Monitor application performance and availability, taking action to prevent disruptions. Execute daily operational tasks, scheduled jobs, and support procedures, validating and implementing fixes. Contribute to testing, release, deployment, and post-release support for enhancements. Identify trends and opportunities for process and application improvement. Maintain and update support documentation and knowledge articles, mentoring junior team members. Stay informed about emerging technologies to enhance service quality.
Work Experience
At least six years of demonstrated experience in advanced technical and functional support for business-critical applications and services. An advanced degree may substitute for two years of experience. Experience in a confidential environment with sensitive data is desirable.
Skills
Strong knowledge of technical application support, production operations, and enterprise environments. Understanding of incident, problem, and change management processes. Excellent troubleshooting, analytical, and problem-solving skills. Familiarity with monitoring, ticketing, and workflow tools. Knowledge of databases, SQL, Java, and XML. Ability to manage priorities under pressure and collaborate effectively.