Senior User & Application Support Analyst

World Intellectual Property Organization; Genf; On-site; CHF 53,000 - 95,000; Full time

Job summary

World Intellectual Property Organization in Geneva invites applications for the role of User and Application Support Analyst. The incumbent will ensure effective support, reliable operation, and continuous improvement of business applications and services, collaborating with stakeholders to maintain service quality and user satisfaction.

The position requires a first-level IT degree, ITIL certification, 6+ years of advanced application support experience, and fluency in English; the role

Qualifications

• First-level university degree in information technology, computer science or a related field.
• Certification in ITIL or a related service management framework.
• At least six years of demonstrated experience providing advanced technical and functional support for business-critical applications and services.
• Experience working in a highly confidential and secure environment involving sensitive information data flows.
• Excellent knowledge of written and spoken English.

Responsibilities

• Provide advanced technical and functional support for business systems and services, managing incidents, service requests, and problem records with timely resolution.
• Coordinate incident resolution and service delivery with development, infrastructure, and business teams; perform root cause analysis for major incidents.
• Monitor application performance and respond to alerts to prevent/minimize service disruption.
• Execute daily operational tasks, scheduled jobs, and support procedures; validate/configure fixes and data corrections.
• Contribute to testing, release, deployment, and post-release support activities for enhancements and bug fixes.

Skills

Incident management

Problem solving

Customer support

English proficiency

Education

University degree in IT/CS

Tools

Jira

SQL

Java

XML processing

Job description

World Intellectual Property Organization in Geneva invites applications for the role of User and Application Support Analyst. The incumbent will ensure effective support, reliable operation, and continuous improvement of business applications and services, collaborating with stakeholders to maintain service quality and user satisfaction.

The position requires a first-level IT degree, ITIL certification, 6+ years of advanced application support experience, and fluency in English; the role