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 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, and by using results based management skills and tools to support the Organization in implementing its Strategic Objectives, in order to serve all stakeholders of the world aviation community.The Information and Administrative Services (IAS) Division falls under the auspices of the Bureau of Administration and Services (ADB) and is headed by the Deputy Director, IAS (DD/IAS) who has responsibility for planning, developing and implementing an information management strategy, setting and enforcing common ICT standards throughout the Organization. The Information and Communications Technology Section (ICT), under the management of the Chief, ICT Section (C/ICT), reports directly to the DD/IAS and is a service provider, which plans, acquires or develops and manages the organization’s enterprise applications and systems. Key activities of the Section include the establishment of core infrastructure and network services; software development and support for enterprise applications; Enterprise Architecture and Project Management; Enterprise Resource Planning (ERP) system support, Web management as well as Regional Offices support.The IT Core Services and Infrastructure Management unit (CSIM) is one of the units in ICT. Under the leadership of the Unit Head, it is responsible for:• The core system services including the establishment, maintenance and management of operating systems on servers, workstations, storage and Storage Area Network (SAN) operations, implementation as well as the management of the Network Infrastructure.• Office automation and Service Operations, oversight of the Help desk, as well as the management of application services like Email, Office Applications, first level user support, service management and, IT asset acquisition and management including their maintenance and inventory.• Telephony, Conference Support and Delegations Services including the management and deployment of Telephony services, supporting meetings and events and delivering ad-hoc support services for Resident Delegations.Under the supervision of the Systems Officer – IT Security and Infrastructure Management, the incumbent is primarily responsible for the effective and secured provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. This individual participates in technical research and documentation to enable continuing innovation within the infrastructure. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff and Partners in a secure manner.
Function 1 (incl. Expected results)Manages systems to provide the users with required access. Troubleshoots systems to resolve service operation problems and outages. Designs, implements, monitors and optimizes systems to improve security and availability. Reports on service performance, achieving results such as:• Provide highly available and secure core IT services and Infrastructure, including but not limited to network connectivity, firewalls, servers, Electronic Mail, Telephony.• Protect core services and Infrastructure from abuses and viruses.• Protect core services with appropriate permissions assignment, backup and archiving solutions.• Provide highly available services and Infrastructure allowing users in the Organization to communicate internally and externally in a secure and confidential manner.• Report on the availability, performance and security posture of the core services and Infrastructure.Function 2 (incl. Expected results)Contributes to the design and implementation of new Infrastructure, services and solutions to provide new functionalities. Validates the integration of new solutions into the existing environment. Researches configuration information. Assists in the preparation or Terms of Reference and Technical Specifications for the acquisition of new solutions, achieving results such as:• Improved security and functionality of the current services offered.• Detailed and accurate procurement documentation.Function 3 (incl. Expected results)Maintains complete documentation of existing Infrastructure, network, services and systems. Develops documentation format and content for the users on how to access features of the services. Documents the implementation processes, including configuration options. Develops and maintain documentation on system recovery procedures. Contributes to the regular update of the Service Level Agreement (SLA) describing the nature and conditions for the delivery of IT services. Maintains a record of system incidents and appropriate solution in an ITIL compliant system, achieving results such as:• Write documentation allowing a quick recovery from various system failure.• Write architecture documentation for technical team to allow fast recovery from system failure.• Develop knowledge base documentation to be used to quickly recover from system problems.• Develop a full documentation of operational procedure for the activation, interruption and testing of IT infrastructure and services for the DRS.• Document current SLA that accurately describes how IT Services are delivered. Function 4 (incl. Expected results)Works in collaboration with the Service Desk team to provides advanced technical support for the resolution of more complex incidents or for incidents with a more significant business impact. Further investigates the incidents to establish the root cause(s). Identifies workarounds or permanent solutions. Communicates with the users to implement the incident resolution. Records incident handling and resolution in the ITIL compliant IT management system for future reference,achieving results such as:'• Quickly resolve more serious IT incident.• Maintain compliance to SLA.• Maintain access to IT services for all users.• Improve the efficiency of ServiceDesk technicians by providing knowledge transfer.Function 5 (incl. Expected results)Provides subject matter expertise and advice for assigned technology infrastructure, services and systems. Evaluates proposals for services, equipment and software for purchase. Recommends new configurations, provides training or coordinates the vendor’s training for users. Develops cost estimates and makes recommendations for the provision of new systems and upgrades to existing systems, achieving results such as:• Document Terms of Reference for the acquisition of IT systems and services.• Evaluate supplier’s proposal for the provision of IT Systems and services.• Participate in the analysis of infrastructure and security trends, and facilitate knowledge sharing.Function 6 (incl. Expected results)Performs other related duties, as assigned.
Professionalism: Demonstrates professional competence and mastery of IT Services solutions and configurations in particular in IP Telephony and collaboration solutions; Ability to write technical documentation; broad IT skills with focus on infrastructure systems: networking, virtualization, operating systems, directory services, user and account management, anti-virus systems, backup and restore systems, password management systems, network authentication and access control systems, content security systems; 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.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.Client Orientation: Considers all those to whom services are provided to be “clients ” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.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.Commitment to Continuous Learning: Keeps abreast of new developments in own occupation/profession; actively seeks to develop oneself professionally and personally; contributes to the learning of colleagues and subordinates; shows willingness to learn from others; seeks feedback to learn and improve.
Essential:• A Diploma of College Studies (DEC) in Information Technology, Network Communication, IT security, or a related field.Desirable:• A first level university degree in Information Technology, IT security, computer science or network engineering or a related field.• ITIL foundation certification, Control Objectives for Information and Related Technologies (COBIT) foundation certification • Recognised IT Security certification related to service operations and administration, i.e., CSSP, SSCP, CASP or other. • PRINCE 2 foundation certification
Essential:• A minimum of 7 years of experience in IT services or infrastructure management, including Electronic mail, IP Telephony and Unified Communication is required. Desirable:• Experience in IT operations and IT Service Management (ITIL), Security Monitoring and IT Security Incident Management.
Essential:• Fluent reading, writing and speaking abilities in English.Desirable:• A working knowledge of French or any other language of the Organization (Arabic, Chinese, Russian, or Spanish).
Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.
Please note that this is a locally-recruited position and restricted to Canadian Citizens, Permanent Residents of Canada and applicants with a valid Canadian work permit.It should be noted that one of these posts is to be filled on a fixed-term basis for an initial period of three (3) years; and the other is to be filled on a fixed-term basis for an initial period of one (1) year. In accordance with the ICAO Staff Regulations, the 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 within the duty station.ICAO staff members are expected to conduct themselves in a manner befitting their status as international civil servants. The Standards of Conduct for the International Civil Service adopted by ICAO, which are applicable to all staff members, are defined in the ICAO Service Code (Staff Regulations).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 G-7Net Base Salary per annum CAD 48,156
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.
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.