CRM and Business Process Assistant

IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location.

1. Organizational Context

a. Organizational Setting

The post is located in the Income Section, Finance Division, Department of Program Planning and Finance, Administration, Finance and Management Sector.

The Income Section provides support to WIPO's sectors, accounting for the incoming payments received in relation to WIPO's and UPOV’s activities, as well as offering services to customers such as Current Account facilities and credit card online settlements.

b. Purpose Statement

This role applies analytical, project documentation, and Customer Relationship Management (CRM) skills to Finance processes undergoing rapid transformation with the introduction of new CRM, Key Data Management (KDM), customer authentication, and Enterprise Resource Planning (ERP) systems. The creation of operational workflows, process documents, and operating procedures is a core responsibility. With the parallel implementations of WIPO’s CRM, ERP, and KDM projects impacting key finance processes, the incumbent maps and documents the future flows of data and information between these integrated systems. Furthermore, the incumbent manages Jira as the primary Finance issue-logging and project management tool to track and record operational issues.

c. Reporting Lines

The incumbent works under the supervision of the Project Manager and collaborates closely with colleagues within the Income Section.

2. Duties and Responsibilities

The incumbent will perform the following principal duties:

a. Process Mapping: Convert business process documentation into clear, standardized, and actionable process flows.

b. System Tracking: Maintain and update the Continuous Improvement Jira for Finance (encompassing CRM, AIMS, and related systems); manage the migration to Cloud Jira and ensure seamless integration with connected applications.

c. Requirements Gathering: Capture, refine, and document business and process improvement requirements as necessary.

d. Incident Management: Follow up on change requests, system incidents, and bugs with relevant internal technical teams (including AIMS, WIPO Pay, Current Account, CRM, and IP Portal).

e. Documentation: Create operational workflows, process documents, and Standard Operating Procedures (SOPs) required for key Finance functionalities related to the CRM, ERP system, and KDM data requirements.

f. Analytics: Support data management, reporting, and analytics initiatives within the section.

g. Other Duties: Perform other related tasks as required by the evolving needs of the Income Section.

3. Requirements

Education (Essential)

Completion of secondary education.

Education (Desirable)

A first-level university degree in Business Administration, Information Systems, Finance, or a related field.

A recognized Project Management or Agile certification (e.g., PMP, PRINCE2, Scrum Master).

Training or certification in CRM administration (e.g., Microsoft Dynamics) or business process mapping.

Experience (Essential)

At least five years of relevant professional experience in business support, process documentation, or systems administration.

Experience in creating project documentation and utilizing process design methodologies or mapping tools.

Experience (Desirable)

Experience working within an Accounting, Finance, or customer service environment.

Language (Essential)

Excellent written and spoken English.

Language (Desirable)

Good knowledge of French.

Job Related Competencies (Essential)

Digital Literacy: Solid working knowledge of enterprise software (such as CRM or ERP systems) and of using collaborative task-management tools (e.g., Jira, Microsoft 365).

Process and Documentation Support: Ability to understand standard business workflows and assist in drafting clear, user-friendly procedural documentation and Standard Operating Procedures (SOPs).

System Tracking and Support: Familiarity with logging, tracking, and updating issues within a ticketing or project management environment (such as Jira).

Attention to Detail: High level of accuracy and meticulous attention to detail in tracking operational steps, mapping data flows, and maintaining administrative records.

Interpersonal Skills: Excellent communication skills with the ability to maintain effective partnerships and working relations in a multi-cultural environment with sensitivity and respect for diversity.

Adaptability: Capacity to work effectively in a team environment, organize own workload, and adapt to tasks that vary according to departmental needs.

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

Monthly salary (Net of tax): 6,634 CHF

Please refer to WIPO’s Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances.

Additional Information

General Service posts are subject to local recruitment. Staff in the General Service category are recruited in the host country or within reasonable commuting distance of the Headquarters.

Temporary appointments are renewable, subject to continuing needs, availability of budget and satisfactory performance with a maximum cumulative length of two years.

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 your identification and the degree(s)/diploma(s)/certificate(s) required for this position. WIPO recognizes higher educational qualifications obtained from institutions accredited/recognized in the World Higher Education Database (WHED), a list maintained by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed here: http://www.whed.net/. Some higher educational qualifications may not be listed in WHED, and will be reviewed on a case-by-case basis.

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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.