The International Civil Aviation Organization (ICAsets international Standards and Recommended Practices (SARPfor aviation safety, air navigation, security and environmental protection. To that effect, ICAO is a knowledgebased organization engaged in the development of intellectual property.

The Bureau of Administration and Services (ADplays a lead role in the effective and efficient administrative management of the Organization by ensuring the provision of highquality 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.

The Information Management Services (IMDivision falls under the auspices of the Bureau of Administration and Services (ADand is headed by the Deputy Director, IMS (CIODD/IMwho has responsibility for planning, developing and implementing an information management strategy, setting and enforcing common ICT standards throughout the Organization.

The Digital Transformation (DUnit will implement several projects as part of the digital transformation in ICAO. Digital Transformation reports to the Chief Information Officer (CIand Deputy Director ADB, Information Management Services (DD/ADB/IM.

Digital Transformation encompasses all aspects of the Organization’s work, activities, and operations. Modernizing the Organization will facilitate its ability to leverage alternative opportunities while broadening its support to Member States at the same time. It will also enable the Organization to keep abreast of technological development, adopt emerging technologies and act as a catalyst for its stakeholder communities to understand and follow its path. The Customer Relationship Management (CRproject, which is one of the noteworthy initiatives for digital transformation, aims to upgrade/modernize the IT tools that support various business processes such as Event Management, Sales, Marketing, Customer Services, Communications, and customized applications for bureaus.

Then incumbent will report to the CRM digital transformation project manager.

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 decisionmaking 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 endtoend detailed solutions with overall accountability for the technical design and delivery of the System Design Specification (SD, achieving results such as:

• Support the development of the System Requirements Specification (SR.
• Assist in developing and documenting detailed solution designs within the System Design Specification (SD.
• 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 signoffs 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., crosscapability/release issue.
• Provide technical support to promptly resolve or escalate incidents/outages.

Performs other related duties, as assigned.

Essential

• An advancedlevel university degree (Master’s degree or academic equivalenin information technology, or a related field, is required. A firstlevel 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.

Desirable

• IT Infrastructure Library (ITItraining, is desirable.
• Power BI training or certificate, is desirable.

Essential

• A 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.

Desirable

• Experience in IT software development and acquisition for Corporate Performance Management, is desirable.

Essential

• Fluent reading, writing and speaking abilities in English, is required.

Desirable

• A working knowledge of any other language of the Organization (Arabic, French, Chinese, Russian, Spanis, is desirable.

Professionalism: Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.

Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.

Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify and exhibits interest in having twoway communication; tailors language, tone, style, and format to match the audience; demonstrates openness in sharing information and keeping people informed.

Planning and Organizing: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently.

Accountability: Takes ownership of all responsibilities and honours commitments; delivers outputs for which one has responsibility within prescribed time, cost and quality standards; operates in compliance with organizational regulations and rules; supports subordinates, provides oversight and takes responsibility for delegated assignments; takes personal responsibility for his/her own shortcomings and those of the work unit, where applicable.

Technological Awareness: Keeps abreast of available technology; understands applicability and limitations of technology to the work of the office; actively seeks to apply technology to appropriate tasks; shows willingness to learn new technology.

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 fixedterm basis for an initial period of 3 years (first year is probationary for an external candidat.

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 (ICS.

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

(*) Post Adjustment is subject to change.