EPM Support Manager

WIPO•Geneva, IL

3d•$77,326 - $146,455

About The Position

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.

Requirements

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.
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.
Demonstrated experience in leading or supporting digital ERP/EPM transformation projects, including cloud-based (SaaS) applications.
Relevant professional experience as a system administrator for EPM SaaS applications.
Experience in managing EPM support and coordinating with multiple stakeholders, including technical teams, business owners and external service providers.
Excellent knowledge of written and spoken English.
Proven ability to manage the full project management lifecycle, including requirement gathering, stakeholder alignment, and risk mitigation.
Proficiency in translating complex business needs into technical specifications for system implementation.
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.

Nice To Haves

Experience working with Board SaaS applications.
Knowledge of results-based management, including planning and budgetary processes.

Responsibilities

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, and implement high-quality solutions.
Provide expert support to the Program Performance and Budget Service during planning, monitoring, implementation, and performance assessment phases.
Conduct in-depth data analyses mining complex ERP datasets.
Prepare expenditure forecasts, automated monitoring reports, and derive actionable insights to support data-driven decision-making.
Serve as a key contributor to the broader organizational ERP Transformation Project.
In close collaboration with the ICT Department, and in particular the Enterprise Solutions Division, lead the technical integration of WePerform into the new ERP portfolio, ensuring seamless interfaces and cross-system synergy.
Apply strong, independent project management skills to address emerging challenges and opportunities and drive IT-related initiatives to successful completion.