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1. Organizational Context
a. Organizational Setting
The EPM (WePerform) Support Manager role is located in the Program Performance and Budget Division (PPBD), Department of Program Planning and Finance. The Program Performance and Budget Division is responsible for facilitating the planning and budgeting, implementation and monitoring, and assessment of the performance of WIPO's programs in accordance with WIPO's Results-Based Management (RBM) framework and the Financial Regulations and Rules. This work is underpinned by the Enterprise Performance Management (EPM) System.
b. Purpose Statement
The EPM Support Manager plays a critical role in managing, maintaining, and advancing WIPO's cloud-based planning and budgeting application, WePerform, serving approximately 400 internal users. This position is pivotal in ensuring the successful operation and continuous enhancement of WePerform through robust support services, including high-quality customer-centric user support, technical system support (levels one and two), user experience (UX) improvements, and comprehensive system administration. The incumbent will establish and optimize all support and service management processes, aligning them with best practices and organizational goals.
In addition, the EPM Support Manager will significantly contribute to the Department of Program Planning and Finance and the broader ERP transformation initiative by driving the integration and alignment of WePerform within the new ERP landscape. This includes leading and participating in IT-related projects, ensuring seamless interface development, and promoting synergy across systems to support WIPO's strategic objectives.
The EPM Support Manager is also responsible for delivering expert support to the Program Performance and Budget Division during planning, monitoring, implementation, and performance assessment processes. This involves leveraging advanced data analytics and BI skills to mine and analyze data from the ERP ecosystem, prepare forecasting scenarios, and develop actionable insights. The incumbent will communicate these insights clearly and succinctly, supporting data-driven decision-making and enhancing organizational performance.
c. Reporting Lines
The incumbent reports to the Director, Program Performance and Budget Division.
d. Work Relations
The incumbent works closely with all PPBD team members, liaises with the ICT Department and the Information Security Section, and interacts with other business areas and stakeholders throughout the Organization, in addition to coordinating work with external providers, as required.
2. Duties and Responsibilities
The incumbent will perform the following principal duties:
a. Ensure the seamless operation and integration of WePerform and its interfaces with other ERP systems, including Business Intelligence (BI) platforms. Oversee and coordinate the resolution of complex technical issues with external service providers, ensuring timely and effective solutions that uphold the system's reliability and performance. Exercise strong project management skills to manage these processes effectively.
b. Lead the identification, analysis, and documentation of business requirements from key stakeholders to enhance the WePerform planning application. Facilitate the development of advanced reports and dashboards, ensuring comprehensive documentation of business processes and workflows. Collaborate with external service providers to design, implement, and rigorously test application enhancements, ensuring alignment with organizational needs. Employ advanced BI and data analytics skills to derive actionable insights from complex data sets.
c. Lead unit testing and User Acceptance Testing (UAT) processes, including the preparation of detailed test scenarios, issue logs, and relevant documentation. Collaborate closely with business process owners and implementation partners to identify and implement effective solutions, ensuring high-quality outcomes. Demonstrate strong project management capabilities to coordinate these activities seamlessly.
d. Maintain up-to-date business requirement and system documentation, ensuring accuracy and accessibility for all relevant stakeholders.
e. Provide expert support to the Program Performance and Budget Division during planning, monitoring, implementation, and performance assessment processes. Conduct in-depth data analysis, prepare expenditure forecasts, and generate regular monitoring reports to inform decision-making. Utilize advanced BI tools and data analytics skills to deliver insights that drive strategic decisions.
f. Ensure optimal service orientation and effective functioning of the WePerform Service Desk levels 1 and 2, adhering to ITIL best practices, taking ownership of the ERP adapted incident, problem, service request and event management processes; ensure proper tracking and timely follow-up of open tickets.
g. Actively contribute to IT-related projects within the Department of Program Planning and Finance and the broader ERP Transformation Project. Ensure the effective integration of WePerform applications into the new ERP portfolio, managing required interfaces and promoting synergy across systems. Demonstrate the ability to work independently and manage complex projects to successful completion.
h. Exhibit strong project management and independent working skills to address emerging challenges and opportunities in the context of ERP transformation initiatives.
i. Perform other duties as necessary.
3. Requirements
Education (Essential)
Advanced university degree in information technology, computer science, statistics, mathematics, economics, information management 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.
Experience (Essential)
At least seven years of relevant professional experience in the domain of EPM applications, of which at least two years' experience with EPM SaaS applications.
Relevant professional experience as a system administrator for EPM SaaS applications.
Demonstrated ability to design, configure and support EPM SaaS solutions.
Experience in managing EPM support and coordinating with multiple stakeholders, including technical teams, business owners and external service providers.
Experience (Desirable)
Experience working with Board SaaS applications.
Language (Essential)
Excellent knowledge of written and spoken English.
Job Related Competencies (Essential)
Excellent communication and interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity.
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
Excellent organizational skills, with the ability to work within strict time constraints to meet deadlines.
Job Related Competencies (Desirable)
Knowledge of results-based management, including planning and budgetary processes.
4. Organizational Competencies
1. Communicating effectively.
2. Showing team spirit.
3. Demonstrating integrity.
4. Valuing diversity.
5. Producing results.
6. Showing service orientation.