Enterprise Resource Planning (ERP) Support Manager

Contract

This is a P-4 contract. This kind of contract is known as Professional and Director staff. It is normally internationally recruited only. It's a staff contract. It usually requires 7 years of experience, depending on education.

Salary

The salary for this job should be between 168,113 USD and 216,746 USD.

Please keep in mind that the salary displayed here is an estimation by UN Talent based on the location and the type of contract. It may vary depending on the organization. The recruiter should be able to inform you about the exact salary range. In case the job description contains another salary information, please refer to this one.

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.

This post is a limited-term fixed-term post.

1. Organizational Context

1. Organizational Setting

The post of ERP Support Manager is located in the ERP Support Management Team, Enterprise Solutions Division (ESD), Department of Program Planning and Finance. ESD is responsible for the evolution and maintenance of WIPO’s portfolio of ERP Administrative and Management applications collectively known as the Administrative Integrated Management System (AIMS). The AIMS portfolio of products includes a combination of commercial off the shelf (COTS) and custom-developed applications based on Oracle Hyperion, Taleo, PeopleSoft FSCM & HCM, Acuity Stream (for risk management) and others.

2. Purpose Statement

The ERP Support Manager is responsible for managing, planning and supervising the ERP Support Management Team and all functions performed by them including the level one support (Service Desk), Users experience (UX), ERP system administration and establishing all support and service management processes. S/he is responsible for maintaining high performing service support functions for approximately 1,500 internal WIPO users and will liaise with other IT Divisions to ensure organization tools and standards are adopted in ESD.

3. Reporting Lines

The incumbent works under the supervision of the Director of ESD.

2. Duties and Responsibilities

The incumbent will perform the following principal duties:

a. Collaborate with business process owners to develop jointly a shared vision and strategically plan the evolution of user experience solutions including automation and digital accessibility solutions;

b. Identify, review and maintain a catalogue of support services provided by the AIMS Service Desk to internal customers, based on business needs and requirements;

c. Ensure optimal service orientation and effective functioning of the AIMS Service Desk level one team, based on ITIL best practices, taking ownership of the ERP adapted incident, problem, service request and event management processes within the Division’s with proper tracking and timely follow-up of open tickets;

d. Liaise with various working units, process owners, business areas and review Service level Requirements, existing Service Level Agreements. Identify area of improvements and prepare proposals;

e. Manage staff, consultants and other external resources and supervise their work; provide regular feedback on performance; cultivate good cooperation and teamwork amongst colleagues within and outside ESD;

f. Work closely with ESD Solution Managers to review the existing Service Continuity support capabilities, identify missing capabilities and prepare proposals to comply with future needs and transformations;

g. Act as the AIMS focal point/process owner of all the IT Service Management tools, ensuring the Division’s change management processes implemented are fit for purpose, and are gradually optimized to improve service maturity and customer service;

h. Collaborate with business process owners to develop jointly a shared vision and strategically plan the evolution of Chatbot solutions to improve the users’ experience;

i. Manage and lead the implementation and operation support of Chatbot solutions throughout the software development lifecycle ensuring that the solution supports the business objectives;

j. Manage and lead the User Experience team in requirements gathering, analysis and designing of the overall functionality and look and feel of Enterprise solutions to deliver state of the art user experience in accordance with WIPO’s UX guidelines;

k. Produce monthly service desk statistics and management reports as and when required;

l. Perform other duties as necessary.

3. Requirements

Education (Essential)

Advanced university degree in Information Technology, Computer Science or a related field. A first-level university degree plus two years of relevant professional experience in addition to the essential experience mentioned below may be accepted in lieu of the advanced university degree.

ITIL 4 Certification.

Education (Desirable)

Project management certification such as Prince2 or Agile.

Experience (Essential)

At least seven years of IT professional experience, of which at least four years in the domain of ERP applications and Service Management, applying ITIL best practices in large scale IT projects with direct business impact.

Experience in managing first-level ERP support team and coordinating with multiple stakeholders, including technical teams, business owners and external service providers.

Experience implementing at least one end-to-end Chatbot solution.

Experience (Desirable)

Worked on Oracle Digital Assistant.

Project management experience.

Language (Essential)

Excellent knowledge of written and spoken English.

Language (Desirable)

Knowledge of French.

Job Related Competencies (Essential)

Excellent knowledge in Service Level Management.

Demonstrated ability to define, implement and maintain complex Service Level Agreements, Operating Level Agreement and Service Delivery Agreements.

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

Ability to understand the Organization's IT infrastructure, services provided and customers/users. Ability to understand the Organization's business and how IT contributes to it.

Ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues.

Excellent organizational skills, with the ability to work within strict time constraints and to meet deadlines.

Excellent analytical and data processing abilities.

Job Related Competencies (Desirable)

Knowledge of ERP Applications, such as PeopleSoft, Taleo, Microsoft Dynamics, BI, etc.

Knowledge of one or several ERP processes, such as HR, Finance, Procurement, Budget and Performance Management, BI, etc.

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. Please note that this estimate is for information only. The post adjustment multiplier (cost of living allowance) is variable and subject to change (increase or decrease) without notice. The figures quoted below are based on the May 2022 rate of 72.2%

P4

Annual salary

$75,602

Post adjustment

$54,585

Total Salary

$130,187

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 fixed-term appointment of two years, renewable subject to satisfactory performance and other applicable conditions. The selected candidate will be subject to an overall term of five years with no possibility of renewal beyond that term. This is not applicable to WIPO staff members on fixed-term, continuing or permanent appointments, who were recruited following a competition under Staff Regulation 4.10 (“Appointment Boards”).

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.