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Senior Solution Developer and Support Manager

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Senior Solution Developer and Support Manager - 19288-FT_PP
Enterprise Architecture and ICT Program Management Division, Information and Communication Technology Department, Administration and Management Sector
Grade - P4
Contract Duration - 1 year *
Duty Station : CH-Geneva
Publication Date : 08-Oct-2019   Application Deadline : 27-Oct-2019, 10:59:00 PM


- 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 technical development and support activities, 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.  Solution Architecture:

Leads the development of solution architecture for the Enterprise Content Management platform. Ensures that appropriate tools and methods are available, understood and employed in architecture development. Provides advice on technical aspects of solution development and integration (including requests for changes, deviations from specifications, etc.) and ensures that relevant technical strategies, policies, standards and practices (including security) are applied correctly.


b.  System Design:

Adopts and adapts appropriate systems design methods, tools and techniques. Undertakes impact analysis on major design options and trade-offs. Makes recommendations, and assesses and manages associated risks. Reviews others' systems designs to ensure selection of appropriate technology, efficient use of resources, and integration of multiple systems and technology. Ensures that the system design balances functional and non-functional requirements.


c.  System Configuration and Integration:

Takes technical responsibility across all stages and iterations of ECM solution configuration and development. Plans and drives software construction activities. Adopts and adapts appropriate software development and configuration methods, tools and techniques.

Identifies, evaluates and manages the adoption of appropriate tools, techniques and processes to create a robust integration framework. Leads integration work in line with the agreed system and service design. Monitors and reports on the results of each integration and build. Designs and builds integration components and interfaces. Contributes to the overall design of the service and the definition of criteria for product and component selection.


d.  System installation:

Undertakes routine installations and de-installations of ECM configurations and components. Takes action to ensure targets are met within established quality procedures. Conducts tests of the platform using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required. Documents details of all configurations that have been installed and removed so that configuration management records can be updated. Develops installation procedures and standards, and schedules installation work. Provides specialist guidance and advice to less experienced colleagues to ensure best use is made of available assets, and to maintain or improve the installation service.


e.  Application and Customer support:

Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved. Drafts and maintains policy, standards and procedures for the customer service or service desk functions. Ensures that the catalogue of requestable and supported services is complete and current.

Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate issues, collect performance statistics and create reports.

Prioritizes and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.

Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes/remedies. Assists with the implementation of agreed remedies and preventative measures.


f.   Business analysis:

Investigates operational needs, problems and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization. Assists in defining acceptance tests for these recommendations.


g.  Performs other related duties as required.



3.     Requirements




Advanced university degree in an 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.



Qualifications on OpenText Content Server configuration and implementation.




At least seven years of relevant professional experience in solution development and/or support, 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 developer.




Excellent knowledge of written and spoken English.


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://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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