The Bureau of Administration and Services (ADB) plays a lead role in the effective and efficient administrative management of the Organization by ensuring the provision of high-quality physical and human resources, by applying the highest standards of work ethics and conduct, as well as by using results based management skills and tools to support the Organization in implementing its Strategic Objectives to serve all stakeholders of the world aviation community.

Duties and Responsibilities

Serves as Technical Lead of the CRM Digital Transformation Project achieving results such as:

• Assist in evaluating and assessing the compatibility and technical feasibility of the implemented solution.
• Provide technical insights and suggest necessary modifications and enhancements to the solution.
• Support the analysis of functional requirements for the CRM digital transformation project.
• Help develop technical requirements for the CRM development team.
• Contribute to technical documentation, including reference data and solution mapping.
• Participate in project decision-making by providing updates and recommendations on technical requirements in relation to business needs.
• Assist in documenting project technical details as required.

Supports the development of comprehensive end-to-end detailed solutions with overall accountability for the technical design and delivery of the System Design Specification (SDS), achieving results such as:

• Support the development of the System Requirements Specification (SRS).
• Assist in developing and documenting detailed solution designs within the System Design Specification (SDS).
• Help deploy and manage secure IT applications in accordance with IT policy.
• Contribute to defining and documenting best practices throughout the development life cycle.
• Assist in producing quality functional, technical, and user interface designs.
• Coordinate system configuration with external providers under guidance.

Supports the Management of Solution Delivery and Implementation, achieving results such as:

• Review technical deliverables for quality throughout the detailed design and development phases, identifying gaps or redesigning as needed.
• Help deliver effective and efficient solutions by meeting milestones and ensuring project deliverables are on time, within budget, and adhere to corporate quality and security standards.
• Assist in coordinating code reviews to address quality, standards compliance, reusability, and ease of maintenance.
• Support Operational Readiness Reviews and review sign-offs for solution design.
• Follow technology delivery practices and standards, project management disciplines, business technology architecture, and risk and production capacity requirements.
• Work with stakeholders to identify integration requirements and utilize available APIs to ensure data flow between systems.

Supports Project Management activities, achieving results such as:

• Assist in complex applications and systems development.
• Propose solution options and generate stakeholder support under supervision.
• Collaborate with stakeholders on project estimates.
• Help define metrics and performance goals with technology partners and peers.
• Ensure developed solutions align with organizational strategic objectives.

Supports IT architecture and sustainability requirements, achieving results such as:

• Support knowledge management processes, ensuring knowledge is codified, monitored, tracked, and managed.
• Ensure design leverages existing reusable components, trace back to business requirements, and that new modules are designed with reusability in mind.
• Assist in identifying and addressing issues that affect the integrity of the application (e.g., cross-capability/release issues).
• Provide technical support to promptly resolve or escalate incidents/outages.

Qualifications Requirement

• An advanced-level university degree (Master’s degree or academic equivalent) in information technology, or a related field, is required. A first-level university degree, in combination with two (2) additional years of experience in information technology, may be accepted in lieu of the advanced university degree.
• CRM development training or certificate, is required.
• .NET development training or certificate, is required.
• IT Infrastructure Library (ITIL) training, is desirable.
• Power BI training or certificate, is desirable.

Required experience

• Minimum of two (2) years of experience in CRM Solution Architecture and delivery, is required.
• A minimum of two (2) years of experience in the analysis, development, implementation, and support of CRM systems, preferably Microsoft Dynamics 365, is required.
• A minimum of two (2) years of experience in Business Analysis, development, implementation, and Solution Design for ICT Services in the areas of Software Solutions, is required.
• Experience in the implementation of various IT systems as solutions/delivery manager, is required.
• Broad experience within a complex matrix organization, is required.
• Experience in IT software development and acquisition for Corporate Performance Management, is desirable.

Languages

• Fluent reading, writing and speaking abilities in English, is required.
• A working knowledge of any other language of the Organization (Arabic, French, Chinese, Russian, Spanish), is desirable.

Competences

• Professionalism
• Teamwork
• Communication
• Planning and Organizing
• Accountability
• Technological Awareness

Terms and Conditions

The ICAO Assembly recently reaffirmed its commitment to enhancing gender equality and the advancement of women by supporting UN Sustainable Development Goal 5 “Achieve gender equality and empower all women and girls.”

Female candidates are strongly encouraged to apply for ICAO positions, especially in the Professional and higher level categories.

It should be noted that this post is to be filled on a fixed-term basis for an initial period of 3 years (first year is probationary for an external candidate).

ICAO staff members are international civil servants subject to the authority of the Secretary General and may be assigned to any activities or offices of the Organization, in accordance with the provisions of the ICAO service code.

ICAO staff members are expected to conduct themselves in a manner befitting their status as international civil servants. In this connection, ICAO has incorporated the 2013 Standards of Conduct for the International Civil Service into the ICAO Personnel Instructions.

ICAO offers an attractive benefit package to its employees in accordance with the policies of the International Civil Service Commission (ICSC).

The statutory retirement age for staff entering or re-entering service after 1 January 2014 is 65. For external applicants, only those who are expected to complete a term of appointment will normally be considered.

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