Senior Support Coordinator

The purpose of the position is to take responsibility for activities with assigned IP offices in the Arab, CEBS, Africa and Caribbean regions, managing cooperation, coordinating agreements and work plans with the beneficiary IP offices, delivery of projects, allocation of resources and coordination of ongoing support and knowledge transfer activities. The incumbent will perform the following principal duties: a. Undertake assessments to conduct business and technical analysis of the requirements and capabilities of IP institutions and to recommend appropriate models for the delivery of projects in the institutions to improve their service delivery and the quality and effectiveness of their business processes. Develop work plans, project plans and related documents to formalize the cooperative projects between WIPO and beneficiary IP offices. b. Plan, monitor and execute projects for the digitization of IP office business processes, development and/or deployment of complex IT business systems for IP institutions. Produce regular status reports to WIPO management, senior management of IP offices and other stakeholders, as required. c. Coordinate consultants, contractors and external suppliers to deliver digitization services, software and systems to support IP offices. Coordinate also with resources of IP offices to collaborate on delivery of activities. d. Partner and manage relationships with and provide ongoing support to IP institutions, using the standard methodologies and procedures of the Division to improve their service delivery and the quality and effectiveness of their business processes. e. Ensure sustainability of the services provided by the Division by providing knowledge-transfer, training and documentation to IP offices to enable them to become as autonomous as possible in their operations. f. Keep up-to-date with the latest technologies and methodologies for digital transformation of IP office business processes and service delivery, and contribute to activities to integrate new methodologies, guidelines and procedures into the projects of the Division.

The post is located in the Global Delivery and Support Section, IP Office Business Solutions Division. The IP Office Business Solutions Division delivers technical solutions and related services to enable more than 90 IP Offices, mostly in developing countries, to provide improved IP registration services to their stakeholders. This Section is responsible for the implementation of projects to support digitized business processes, coordination of support requests from IP offices (helpdesk) for the products and services of the division, the support for cloud hosting for IP offices, maintaining documentation, wiki and online training materials, the business ownership of the software products and authority for change management and the management of external contractors to deliver support and related services.