CRM and Business Process Assistant

Income Section, Finance Division, Department of Program Planning and Finance, Administration, Finance and Management Sector Grade - G5 Contract Duration - 1 year Duty Station

: CH-Geneva Publication Date

: 08-Jul-2026 Application Deadline

: 22-Jul-2026, 4:59:00 PM

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 env