EPM Support Manager

Important Notice Regarding Final date to receive applications

please note that the Final date to receive applications is indicated in local time as per the time zone of the applicant’s location.

This post is a limited‑term fixed‑term post.

Organizational Setting

The EPM Support Manager role is located in the Program Performance and Budget Service, Planning, Budget and Risk Management Division, Department of Program Planning and Finance. The Program Performance and Budget Service 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.

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.

The incumbent reports to the Senior Manager Operations/Program Performance, Program Performance and Budget Service.

The incumbent works closely with all Program Performance and Budget Service team members, liaises with the ICT Department – in particular with the Enterprise Solutions Division – 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.

Oversee the seamless daily operation and integration of the WePerform EPM system and its interfaces with other ERP systems, including Business Intelligence (BI) platforms.

Oversee and coordinate complex technical troubleshooting and issue resolution with external service providers, ensuring timely and effective solutions that uphold the system’s reliability and performance.

Manage the L1 and L2 WePerform Service Desk, taking ownership of incident, problem, and request management in alignment with ITIL best practices.

Maintain comprehensive and up‑to‑date business requirements and system documentation, ensuring accuracy and accessibility for all relevant stakeholders.

Identify and document business requirements from stakeholders to drive system enhancements, including new AI functionalities and advanced dashboards.

Lead the entire testing lifecycle (Unit Testing and User Acceptance Testing), including the preparation of detailed test scenarios, issue logs, and relevant documentation.

Collaborate with business process owners and implementation partners to identify, design, rigorously test,…