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IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: Please note that the deadline for applications is indicated in local time as per the time zone of the applicantโs location.
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This post is a limited-term fixed-term post.
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1.ย ย ย Organizational Context
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a.ย ย ย Organizational Setting
The post is located in the PCT Business Demand Management Section, PCT Business Development Division, PCT Services Department, Patents and Technology Sector which is tasked with developing proposals for further improving the PCT system, including improvements to the PCT legal framework, PCT procedures and processes, and related standards and specifications of IT systems.
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b.ย ย ย Purpose Statement
The main role of the incumbent is to analyze needs and develop business requirements for software and data structures to improve the data processed and delivered by the PCT System. The incumbent must prepare proposals that effectively support the needs of interested parties (applicants, national Offices, the International Bureau and third parties) and ensure that the resulting software and standards are implemented correctly, as well as permit the International Bureau to deliver a continually improving customer experience in the context of initiatives such as customer relations management and Global Assignment. Requirements must take into account the interests and technical capabilities of the different interested parties with varying technical capabilities and investment in legacy systems.
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c.ย ย ย ย Reporting Lines
The incumbent works under the supervision of the Head, PCT Business Demand Management Section, PCT Business Development Division.
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2.ย ย ย ย Duties and Responsibilities
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The incumbent will perform the following principal duties:
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a.ย ย Carry out strategic analyses of PCT IT requirements, taking into account opportunities for business improvement through the review of overall processes and end-to-end collection, processing and delivery of structured data, as well as the context of WIPO IT systems and related processes, and make informed recommendations for improvements.
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b.ย ย Identify requirements for data structures to support improved PCT processing, customer experience and business information, taking into account several factors: investment in existing standards by the International Bureau and national Offices and their capabilities and appetite for change; translation and other language issues; other standards under development or use by interested parties; the potential for improvements to processing efficiency, data scope and quality; and the desire to seek consistency and greater sharing of information and IT systems across WIPO services.
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c.ย ย Evaluate and optimize operational procedures to align with evolving business needs. Propose enhancements aimed at improving customer satisfaction while maintaining high standards of quality of work and efficiency within PCT Operations and in relation to external stakeholders.
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d.ย ย Liaise with concerned work areas both within and outside of PCT (PCT Operations Division, Business Applications Division within the ICTD, Technical Cooperation Section, PCT Legal and User Relations Division, PCT Translation Division, Customer Experience Section, Standards Section, Finance Division, Madrid Registry and The Hague Registry, national Offices and PCT user representative groups) to assess evolving needs and evaluate the implications of implementing proposals for redesigning operational processes and enhancing the functionality of external and internal PCT IT systems.
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e.ย ย In cooperation with the Business Applications Division within the ICTD, work with developers on prototyping, user testing and implementation of changes to PCT IT systems, particularly those involving the creation, use or manipulation of standardized data; ensure that the IT tools are built according to the specified requirements.
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f.ย ย ย Support the PCT International Cooperation Division in collaborating closely with the Offices of PCT Member States and developing strategies for wider use of ePCT and related WIPO IT services and standards to enhance the quality and consistency of data exchanged with national Offices.
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g.ย ย Participate in official missions; provide training and webinars on the ePCT system to Offices of PCT Member States, applicants and agents. Provide training to PCT staff and external providers also engaged in such activities.
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h.ย ย Contribute to fostering a culture of providing high-quality customer-focused services by identifying varying customer needs, recommending best practices to improve customer interactions, and proactively addressing potential issues before they impact the customer experience.
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i. Engage in data analytics initiatives by contributing to define key performance indicators and systematically monitoring accession, engagement, user feedback, service metrics, and procedural data. Utilize insights to evaluate the effectiveness of activities, guide strategic decision-making, enhance service delivery and promotional efforts, identify emerging trends, and recommend improvements and best practices.
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j.ย ย ย Perform other related duties as required.
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3.ย ย ย ย Requirements
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