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Functional Lead - Service Management, Digital Transformation


  • Organization: ICAO - International Civil Aviation Organization
  • Location: Montreal
  • Grade: Junior level - P-2, International Professional - Internationally recruited position
  • Occupational Groups:
    • Information Technology and Computer Science
    • Managerial positions
  • Closing Date: 2024-12-06

Org. Setting and Reporting
The International Civil Aviation Organization (ICAO) sets international Standards and Recommended Practices (SARPs) for aviation safety, air navigation, security and environmental protection. To that effect, ICAO is a knowledge-based organization engaged in the development of intellectual property. The Information Technology & Services (ICT) Section, under the management of the Chief, ICT (C/ICT), reports to the CIO-DD/IMS and is a service provider, which plans, acquires or develops and manages the Organization’s ICT landscape. ICAO is currently implementing several Digital Transformation signature projects. 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. Implementation of the Service Management Signature Project aims to deliver a modern “one stop shop” of services for ICAO users, partners and stakeholders, based on a ServiceNow cloud SaaS solution, by enhancing organizational Service Management capabilities across business units including ICT, HR, Finance and others. Reporting to the Service Management Project Manager, Digital Transformation, the incumbent will be working in a team environment with business and technical resources, as well as third party vendors on the Service Management project and possibly other Digital Transformation projects.
Function1 (incl. Expected results) Serves as the functional lead of the Service management Digital Transformation Signature Project, achieving results such as: • Assist in analyzing business requirements and supports the development of functional requirements for the implementation team, under the guidance of senior staff. • Work closely with the Enterprise Architecture team, contributing to the business process assessment and understanding the impact on existing functional/business architecture. • Help develop a business impact assessment, identifying gaps and suggesting enhancements to facilitate change management planning and training. • Support the management of documentation related to functional requirements and the creation of user stories. • Assist in leading the data mapping exercise and preparation of data for migration, ensuring data quality under supervision. • Help prepare UAT test cases and support as a process test assistant, engaging with testers as needed. • Contribute to evaluating the overall effectiveness and quality of deliverables, providing feedback for continuous improvement. • Engage in project decision-making processes, offering insights and feedback under the mentorship of project leaders. • Support the communication of changes to the implementation team, business owners, and stakeholders, ensuring clarity and alignment. • Participate in project risk and issue management, assisting the project manager in monitoring and reporting, as required. Function 2 (incl. Expected results) Liaises between IT project teams and business for the Service Management project, achieving results such as: • Act as a support liaison between IT project teams and business units, facilitating effective communication and understanding of project goals. • Support the understanding and prioritization of business requirements, in alignment with project timelines and capabilities. • Review technical design documents and provides constructive feedback to the technical team to ensure alignment with business requirements. • Maintain relationships with internal and external partners, supporting effective collaboration and partnership. • Ensure that business units are informed about the technology solutions and overall solution delivery, aiding in clarification, and understanding. • Assist in developing and identifying requirements, helping to set objectives, goals, and timelines for project deliverables. • Support the management of client requirement adjustments and ensure their effective communication to the implementation team. Function 3 (incl. Expected results) Assists in the development of training and manages training process to stakeholders for project deliveries, achieving results such as: • Contribute to developing and implementing change management plans, aiding in the preparation and delivery of projects to stakeholders. • Engage with business process owners and technical solution providers, facilitating the transition to ongoing upkeep and maintenance routines. • Support the development and delivery of training materials and tools, including gathering business requirements for training that requires multimedia expertise. Function 4 (incl. Expected results) Coordinate with Technical Lead, achieving results such as: • Support the documentation of functional requirements and solution details, meeting client expectations under the guidance of the Technical Lead. • Assist with change request management, working with the project manager to communicate potential impacts on scope and schedule to stakeholders. • Utilize operational planning tools to support monitoring progress, identifying issues, and suggesting solutions. • Help in the prioritization of tasks and resource allocation, contributing to efficient project execution. • Contribute to the development of IT operational and business plans, offering insights and supporting strategic planning efforts. • Provide sound advice on governance, risk management and internal control related issues as and when required. Function 5 (incl. Expected results) Performs other related duties, as assigned.
Professionalism: Knowledge of project management methodologies, including PRINCE 2 methodology. Sound knowledge of Microsoft Office and collaboration systems such as Confluence, Jira and Teams. 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 two-way 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.
An advanced-level university degree (Master’s degree or academic equivalent) in business development, information technology, or in a related field, is required. A first-level university degree in combination with two additional years of qualifying experience in business development, information technology, or in a related field, may be accepted in lieu of the advanced university degree.
Job - Specific Qualification
• PRINCE 2 certification training is desirable. • ITIL certification, is desirable.
Work Experience
• A minimum of two (2) years of relevant, professional experience in the field of IT Service Management, and associated tools and processes in an international standards-setting environment, is required. • Sound experience in agile implementation of various IT solutions, is required. • Broad experience with a matrix organization, is required. • Experience with at least one (1) of these Service Management tools: ServiceNow and/or ServiceDesk plus, is desirable. • Previous experience in a UN environment, is desirable.
Essential: • Fluent reading, writing and speaking abilities in English. Desirable: • A working knowledge of any other language of the Organization (Arabic, Chinese, French, Russian, Spanish).
Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.
Special Notice
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 1 year (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. Remuneration: Level P-2 Net Base Salary per annum + Post Adjustment (net) per annum(*) USD $50,377 + USD $26,347 (*) Post Adjustment is subject to change.
United Nations Considerations
In accordance with ICAO Staff Regulations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard shall be paid to the importance of recruiting staff on as wide a geographical basis as possible and ensuring equal gender representation. Subject to the foregoing, selection of staff members shall be made without distinction as to race, sex or religion, nor shall there be any discrimination on account of any disability of a candidate who meets the qualifications required to perform the tasks. Unless otherwise permitted under the ICAO Staff Regulations, appointment and promotion of staff members shall be made on a competitive basis. Candidates will not be considered for employment with ICAO if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Applicants are urged to follow carefully all instructions available in the online recruitment platform, Inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the Inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in Inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised in Inspira will be removed at 11:59 p.m. (New York time) on the deadline date.
No Fee
ICAO does NOT charge any fees or request money from candidates at any stage of the recruitment process, nor does it concern itself with bank account details of applicants. Requests of this nature allegedly made on behalf of ICAO are fraudulent and should be disregarded.
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