CRM Technical Lead - Digital Transformation

Job Posting Organization:
The International Civil Aviation Organization (ICAO) is a specialized agency of the United Nations established to promote the safe and orderly development of international civil aviation. ICAO sets international Standards and Recommended Practices (SARPs) for aviation safety, air navigation, security" style="border-bottom: 1px dotted #007bff !important;">security, and environmental protection. The organization is engaged in the development of intellectual property and operates with a mission to ensure that civil aviation is safe, secure, and environmentally sustainable. ICAO has a diverse workforce and operates in multiple countries, working closely with member states to enhance global aviation standards and practices.

Job Overview:
The CRM Technical Lead for Digital Transformation at ICAO will play a pivotal role in the implementation of the Customer Relationship Management (CRM) project, which is a key initiative aimed at modernizing the organization's IT tools that support various business processes. This position involves evaluating and assessing the technical feasibility of solutions, providing insights for modifications, and supporting the analysis of functional requirements. The incumbent will be responsible for developing technical requirements for the CRM development team and contributing to technical documentation. The role requires collaboration with stakeholders to ensure that the developed solutions align with organizational strategic objectives and meet the needs of the aviation community.

Duties and Responsibilities:
The duties and responsibilities of the CRM Technical Lead include serving as the Technical Lead for the CRM Digital Transformation Project, supporting the development of comprehensive end-to-end solutions, managing solution delivery and implementation, and assisting in project management activities. The incumbent will evaluate technical deliverables for quality, coordinate code reviews, and ensure that project milestones are met on time and within budget. Additionally, the Technical Lead will support IT architecture and sustainability requirements, assist in knowledge management processes, and provide technical support to resolve incidents or outages. The role also involves performing other related duties as assigned by the project manager.

Required Qualifications:
Candidates must possess an advanced-level university degree (Master’s degree or equivalent) in information technology or a related field. A first-level university degree combined with two additional years of experience in information technology may be accepted in lieu of the advanced degree. Required qualifications also include CRM development training or certification and .NET development training or certification. Desirable qualifications include IT Infrastructure Library (ITIL) training and Power BI training or certification.

Educational Background:
The educational background required for this position includes an advanced-level university degree in information technology or a related field. Candidates with a first-level university degree may be considered if they have two additional years of relevant experience. Specific training or certification in CRM development and .NET development is mandatory, while ITIL and Power BI training are considered advantageous.

Experience:
The position requires a minimum of two years of experience in CRM Solution Architecture and delivery, as well as in the analysis, development, implementation, and support of CRM systems, preferably Microsoft Dynamics 36

• Candidates should also have at least two years of experience in Business Analysis and Solution Design for ICT Services in software solutions. Experience in managing the implementation of various IT systems as a solutions/delivery manager is essential, along with broad experience within a complex matrix organization.

Languages:
Fluent reading, writing, and speaking abilities in English are required for this position. A working knowledge of any other language of the Organization, such as Arabic, French, Chinese, Russian, or Spanish, is desirable and would be considered an asset.

Additional Notes:
This position is to be filled on a fixed-term basis for an initial period of three years, with the first year being probationary for external candidates. ICAO encourages female candidates to apply, particularly for professional and higher-level positions, in line with its commitment to gender equality. The organization offers an attractive benefits package in accordance with the policies of the International Civil Service Commission (ICSC). The statutory retirement age for staff entering or re-entering service after January 1, 2014, is 65 years. Remuneration for this position includes a net base salary of USD $55,163 per annum, plus a post adjustment of USD $20,796 per annum, which is subject to change.