JD
Profile Standard Application Support, IP Office Business Solutions Division
Education and Certification Required:
• University degree in information technology, business administration, management or related field.
• AWS certified cloud practitioner or higher
Skills Set Required:
• Working knowledge of relational databases; SQL programming; Java and application servers.
• Analytical skills: Ability to diagnose & conclude systems and operational issues
• Knowledge of operational management, metrics-based processes and service delivery under ITIL
Experience Required:
• 5+ years' experience in deployment of information systems and services, particularly in developing countries.
• Working Experience with ticketing system(s), including issues' prioritization, escalation and administration.
• Systems' deployment and/or support on the cloud for government departments or large corporations
Tasks:
• Installation and configuration of Suite
• Provide 2nd level support of the systems including fixes, upgrades and maintenance
• Coordinate with development team on issues requiring changes in the software to meet customer needs.
• Conduct user and technical training to improve customer ability on the use and administration of Software.
• Document, publish and share knowledge articles on support experiences as part of division's online knowledge base.
Deliverables:
• Suite upgraded or deployed for the benefit of Intellectual Property Offices of member states..
• Offices' staff are trained on the use and administration of the Suite
• Issues on the use of Suite are addressed in time and quality as per the support terms to member states.
• Reference documentation, including technical and user guides, are made available in-line with formats and at administrated content management systems for user and institutional knowledge.