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Change and Training Manager

Geneva (Switzerland)

  • Organization: WIPO - World Intellectual Property Organization
  • Location: Geneva (Switzerland)
  • Grade: P-4, International Professional - Internationally recruited position - Mid level
  • Occupational Groups:
    • Education, Learning and Training
    • Managerial positions
  • Closing Date: 2019-10-28

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- The deadline for applications is indicated in local date and time.

- This post is a project post.


1.    Organizational Context


  1. Organizational Setting


    The post is located in the Enterprise Architecture and ICT Program Management Division, in the Administration & Management Sector (AMS).  The Enterprise Architecture and ICT Program Management Division is the bridge between the ICT Department and WIPO's other business sectors. It ensures that the ICT infrastructure and services are responsive to WIPO's current and future needs. The Division also provides support to the Chief Information Officer (CIO) for program and budget planning.

  2. Purpose Statement


    As part of the Enterprise Content Management (ECM) Project, the incumbent is required to deliver the change management, user training, and aligned activities in regards to the on-going implementation of the Enterprise Content Management platform.


  3. Reporting Lines


    The incumbent works under the supervision of the Director of the Enterprise Architecture and ICT Program Management Division.



2.     Duties and Responsibilities


The incumbent will perform the following principal duties\:


a.  Change Management\:

Creates the business readiness plan, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new digital processes or jobs into the "business as usual" environment. Determines the readiness levels of business users with regard to upcoming changes; uncovers readiness gaps and creates and implements action plans to close the gaps prior to going live. Assists the user community in the provision of transition support and change planning, and liaises with the project team. Monitors and reports progress on business readiness targets, business engagement activity, training design and deployment activities, key operational metrics and return to productivity measures. Defines the series and sequence of activities to bring stakeholders to the required level of commitment, prior to going live.


b.  Training and development management\:

Determines the training and development programme and delivery mechanisms needed to grow staff skills in line with business needs for the Enterprise Content Management Platform. Evaluates learning outcomes. Manages the development and provision of all learning, taking account of the strategic aims of the ECM project as well as at the organisational level.

Specifies the content and structure of learning and development materials. Takes responsibility for design, creation, packaging and maintenance, and manages development to deliver agreed outcomes. Where required, designs, configures and tests learning environments, including the creation of simulated data.


c.  Competency assessment\:

Performs routine and non-routine skill/competency assessments of knowledge, skills and behavior using specified methods aligned with the implementation and ongoing usage of the ECM Platform. Uses the outcomes of assessments and other data to analyze and evaluate the effectiveness of learning / educational activities.


d.  Training delivery\:

Plans and schedules the delivery of learning activities, based on learning objectives. Manages the delivery of programmes of learning. Customizes formal and informal learning activities, incorporating relevant business scenarios and case studies. Designs appropriate environments, and delivers learning activities to specialist audiences.


e.  Relationship Management\:

Identifies the communications and relationship needs of stakeholder groups. Translates communications / stakeholder engagement strategies into specific activities and deliverables. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. Provides informed feedback to assess and promote understanding.


f.   Information content authoring\:

Controls, monitors and evaluates content to ensure quality, consistency and accessibility of messages. Designs the content and appearance of information deliverables in collaboration with representatives of the intended audience(s). Moderates content (in both draft and published forms) and ensures content can be re-purposed appropriately. Creates and evaluates deliverables, ensuring alignment with the agreed requirements, making optimal use of the chosen medium(s). Reviews work of other content designers and authors for consistency and accuracy, and takes responsibility for ensuring appropriate publication. Understands the implications of publishing content and manages the associated risks.


g.  Business analysis\:

Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes. Assists in the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and problems, and identifies options for consideration. Works with stakeholders, to identify potential benefits and available options for consideration, and in defining acceptance tests.


h.  Process and System Testing\:

Specifies and develops test scenarios to test that new/updated processes deliver improved ways of working for the end user at the same time as delivering efficiencies and planned business benefits. Records and analyses test results, and reports any unexpected or unsatisfactory outcomes. Uses test plans and outcomes to specify user instructions.

Reviews requirements and specifications, and defines test conditions. Designs test cases and test scripts under own direction, mapping back to pre-determined criteria, recording and reporting outcomes. Analyses and reports test activities and results. Identifies and reports issues and risks associated with own work.


i.   Customer service support\:

Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support relating to change management, communications and training, by providing information to fulfill requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Contributes to creation of support documentation.


j.   Performs other related duties as required.




3.     Requirements




Advanced university degree in a business or IT field, or in a related field. A first-level university degree in one of the aforementioned subjects plus two years of relevant experience in addition to the experience mentioned below may be accepted in lieu of an advanced degree.



Recognised qualification in Change Management, such as Prosci Change Management Practitioner or equivalent.




At least seven years of relevant professional experience in Change Management and/or Training Management, including at least four years on projects relating to Enterprise Content Management platforms.



Experience with the OpenText Content Server (v16) platform in the role of Change Manager and/or Training Manager.




Excellent knowledge of written and spoken English.



Knowledge of another official UN language, particularly French.


Job Related Competencies


Good knowledge of Enterprise Content Management Systems.


Ability to work accurately and respect strict deadlines.


Excellent communication and interpersonal skills and ability to maintain effective partnerships and working relations in a multi-cultural environment with sensitivity and respect for diversity.



Knowledge of the subject matter dealt with by WIPO.



4.     Organizational Competencies


  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.



5.      Information


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.  The figures quoted below are based on the September 2019 rate of 76.4%




Annual salary



Post adjustment



Total Salary



Currency USD




Salaries and allowances are paid in Swiss francs at the official rate of exchange of the United Nations.


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


Additional Information


Initial period of one year, renewable, subject to funding and satisfactory performance.  Fixed-term appointments granted for approved projects shall be for a period whose minimum and maximum duration are tied to the funding and terms of reference of the project.  The overall duration of a fixed-term appointment for a project shall normally not exceed five years.  Fixed-term appointments granted for approved projects shall not be converted to a permanent or continuing appointment.


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.




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\:// 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.

We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.

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