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IT Service Administrator

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IT Service Administrator - 18282-FT
Operations and Support Section, PCT Information Systems Division, PCT Services Department, Patents and Technology Sector
Grade - P3
Contract Duration - 1 year *
Duty Station : CH-Geneva
Publication Date : 17-Oct-2018   Application Deadline : 14-Nov-2018, 12:59:00 AM



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

- This post is a project post.


1.    Organizational Context


a.    Organizational Setting


The position is located in the Operations and Support Section of the PCT Information Systems (PCTIS) Division. The Division implements the ICT management framework for the portfolio of business applications supporting the PCT, a highly successful patent filing treaty. The Section liaises with the application development teams, infrastructure teams and end users. It delivers service desk, information architecture, release and deployment coordination and systems operation services to the PCT.


b.    Purpose Statement


WIPO/PCT is embarking on a large IT transformation, involving projects such as IT infrastructure migrations and architecture review, namely the Resilient and Secure Platform (RSP) program.
The main role of the incumbent is to oversee and support the end-to-end service management processes within a Service Integration And Management (SIAM) environment. S/he will be responsible for Service Tower services within a multi-supplier environment. S/he will review the service agreement with relevant suppliers, ensure targets are met and prepare recommendations for improvements to meet and manage forecast changes.


c.    Reporting Lines


The incumbent works under the supervision of the Head of the Operations and Support Section.


d.    Work Relations


The incumbent works in close relation with internal and external IT suppliers, concerned IT staff and users within and outside the Division on project related matters.



2.      Duties and Responsibilities


The incumbent will perform the following principal duties:


a.   Plan and manage relationships with relevant stakeholders including internal suppliers, PCTIS and business areas.


b.   Participate in the development of the Service Level Management strategy.


c.   Monitor, assess and report on supplier’s service levels, and take action to improve and enhance service performance levels.


d.   Develop approaches for and coordinate with stakeholders to ensure clear communication, understanding and buy-in during support activities.


e.   Oversee all service improvements that affect the assigned services.


f.    Interface with suppliers on issues and improvements.


g.   Represent the service tower on the Change Advisory Board (CAB).


h.   Oversee and ensure the completeness, correctness and adequacy of documentation.


i.    Perform other related duties as required.



3.      Requirements




First-level university degree in information technology, computer science, business or related discipline.  An advanced university degree in a relevant discipline may be accepted in lieu of two years of experience.

ITIL v3 Foundation Certification.



ITIL v3 Intermediate Certification(s).

Certification in Project Management, e.g. PRINCE2 or Agile.




At least six years’ relevant professional experience, including in the domain of Service Level and Service Delivery Management, applying ITIL best practices in large scale IT projects with direct business impact.

Experience in managing vendors from out sourced or in sourced environments.

Demonstrated ability to manage Service Level Agreements, Operating Level Agreement, and Service Delivery Agreements.



Experience with Change Management.

Experience with international IP registration systems.




Excellent knowledge of written and spoken English.



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


Job Related Competencies


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

Excellent analytical and problem-solving skills.

Excellent vendor management skills.

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

Ability to communicate and coordinate with IT technical teams in the areas of infrastructure, network, security and development.

Ability to understand the Organization’s business.

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.

Ability to advise on available standards, methods, tools and applications and make appropriate choices from alternatives.



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 in accordance with the rates as set within the UN Common System for salaries and allowances.  The figures quoted below are based on the October 2018 rate of 72.2%





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 WIPOat 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.


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