Head

 

IMPORTANT NOTICE REGARDING APPLICATION DEADLINE\:  Please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location.

 

 

a.      Organizational Setting

 

The post is located in the PCT eServices Unit of the External Systems Development Section, PCT Information Systems Division. The External Systems Development Section implements and supports the portfolio of externally facing business applications supporting a highly successful patent treaty.

 

b.      Purpose Statement

 

The main role of the incumbent is to manage a modern service desk environment to provide high-quality customer support for PCT electronic services, within agreed service level agreements and quality.

 

c.      Reporting Lines

 

The incumbent works under the supervision of the Head, External Systems Development Section.

 

 

 

The incumbent will perform the following principal duties\:

 

a.   Plan and lead a modern service desk environment to provide high-quality customer support relating to externally facing electronic services “PCT eServices” (ePCT, PCT-SAFE, WIPO digital certificates, Digital Access Service DAS), aligned with the industry best practices and tools.

 

b.   Develop and manage the communication activities that support the PCT eServices and which address all communications requirements in areas such as customer support, help desk, website, training, marketing and liaison with external customers and PCT stakeholders.

 

c.   Perform training and promotional activities, in particular workshops and seminars, organized by WIPO or other entities, of relevance to PCT electronic services, including missions and meetings.

 

d.   Coordinate PCT eServices related training and other activities with relevant WIPO staff.

 

e.   Provide expert PCT business input to development activities relating to PCT electronic services.

 

f.    Oversee maintenance activity for components of PCT eServices, covering all facets of the software development lifecycle (analysis, design, testing and deployment).

 

g.   Manage contracts and related exercises including purchase orders in cooperation with the Procurement and Travel Division.

 

h.   Perform other related duties as required.

 

 

 

Education

Essential

Advanced university degree in communication, business administration, marketing or related discipline.  A first-level university degree plus two years of relevant experience in addition to the experience requested below may be accepted in lieu of the advanced university degree.

 

Experience

Essential

At least seven years of relevant professional experience with the PCT/Intellectual property, preferably at the international level.

 

Practical experience in at least three of the following domains\: emerging trends in customer support channels and techniques, service levels management, relationship management, contract & vendor management, IT metrics, disaster recovery and business continuity, IT security.

 

Experience in IT systems project management, development and maintenance processes including resource and budget management, planning and business analysis.

 

Desirable

Extensive professional experience in providing customer support and training.

 

Language

Essential

Excellent knowledge of written and spoken English.

 

Desirable

Good knowledge of French.

 

Knowledge of other PCT publication languages (Arabic, Chinese, German, Japanese, Korean, Portuguese, Russian or Spanish).

 

Job Related Competencies

Essential

Demonstrated ability to communicate with people from the technical, business and management fold, and covering a wide range of background and seniority.

 

 

Excellent interpersonal skills and ability to establish and maintain good working relationships in a multi-cultural environment with sensitivity and respect for diversity.

 

 

Desirable

Ability to identify and troubleshoot technical issues relating to PCT electronic services.

 

 

 

1.      Communicating effectively.

2.      Showing team spirit.

3.      Demonstrating integrity.

4.      Valuing diversity.

5.      Producing results.

6.      Showing service orientation.

7.      Seeing the big picture.

8.      Seeking change and innovation.

9.      Developing yourself and others.

 

 

 

Mobility\:  WIPO staff members are international civil servants subject to the authority of the Director General and may be assigned to any activities, office or duty station of the Organization.  Accordingly, the selected candidate may be required to move from time to time to new functions and/or to another duty station.

 

Annual salary\:

Total annual salary consists of a net annual salary (net of taxes and before medical insurance and pension fund deductions) in US dollars and a post adjustment.  The post adjustment (cost of living allowance) is variable and subject to change without notice in accordance with the rates as set within the UN Common System for salaries and allowances.  The figures quoted below are based on the March 2019 rate of 67.6%

 

P4
Annual salary	$72,637
Post adjustment	$49,103
Total Salary	$121,740
Currency USD

 

 

Please refer to WIPO’s Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances.

 

Additional Information

 

Initial period of two years, renewable, subject to satisfactory performance.  No fixed-term appointment or any extension hereof shall carry with it any expectancy of, nor imply any right to, (further) extensions or conversion to a permanent appointment.

 

This vacancy announcement may be used to fill other posts at the same grade with similar functions in accordance with Staff Rule 4.9.5.

 

Applications from qualified women as well as from qualified nationals of unrepresented Member States of WIPO and underrepresented geographical regions are encouraged. Please click on the following links for the list of unrepresented Member States and the list of underrepresented regions and the WIPO Member States in these regions.

 

The Organization reserves the right to make an appointment at a grade lower than that advertised.

 

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By completing an application, candidates understand that any willful misrepresentation made on this web site, or on any other documents submitted to WIPO during the application, may result in disqualification from the recruitment process, or termination of employment with WIPO at a later date, if that employment resulted from such willful misrepresentations.

 

In the event that your candidature is shortlisted, you will be required to provide, in advance, a scanned copy of an identification and of the degree(s)/diploma(s)/certificate(s) required for this position. WIPO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link\: http\://www.whed.net/. Some professional certificates may not appear in the WHED and these will be reviewed individually.

 

Additional testing/interviewing may be used as a form of screening.  Initial appointment is subject to satisfactory professional references.

 

Additional background checks may be required.