Job Description
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.