ICT Associate

The Regional Office is primarily responsible for maintaining continuous liaison with the States to which it is accredited and with appropriate international organizations, regional civil aviation bodies, sub-regional bodies, UN Agencies and programmes. The Regional Office ensures interregional coordination and promotes the timely and harmonized implementation of ICAO policies, decisions, Standards and Recommended Practices (SARPs) and air navigation plans. The Regional Office also provides technical guidance and assists States/Territories in their implementation activities.

Within the office structure, the ICT Associate report directly to the Administrative Officer. The incumbent serves as the primary focal point on all IT matters and has full responsibility on all WACAF IT matters. In close collaboration with the ICAO Headquarter IT Section, the ICT Associate will provide support and backstop to the WACAF Office IT functions through maintenance and support of applications used locally, effective installation/configuration, operation and maintenance of hardware and software systems and related infrastructure. S/he will, when assigned, also serve as a focal point for the local support of corporate applications, such as the Enterprise Resource Planning System (Agresso), Share Point, document management system (M-Files) and maintenance of the WACAF Website.

The ICT Associate reports directly to the Administrative Officer under the technical supervision of the ICT Section in HQ. Additionally, s/he may consult with the ICT Regional Coordinator on complex technical issues.

Responsibilities

Function 1 (incl. Expected results)

Manages and operates the WACAF Regional Office’s information and communication technology infrastructure equipment, achieving results such as:

• Plan, install, configure, operate and maintain an appropriate suite of Network Information Systems applications (Internet Access, Web, Electronic Mail, Network File and Print Services).
• Make recommendations on the overall strategy, policies and procedures for the smooth administration and maintenance of all office ICT systems and facilities, identify and plan future requirements, and recommend and implement technological changes.
• Ensure the implementation, maintenance and continuous performance of the Office’s hardware, software and network infrastructure components and services, as well as the computer systems, peripherals and accessories. Ensure provision of hardware/software support for internal and external users (all levels).
• Ensure the policy and procedures for the security of the network and data integrity (including backup of strategic data, virus protection, and intrusion and user access control) are respected.
• Analyse current work procedures and methods, as well as specific user requests, identify need for new software applications in response to work requirements, and monitor their design, development, implementation, maintenance and upgrading.
• Liaise with outside consultants, programmers, IT and electrical specialists, etc., with regard to the feasibility, implementation, follow-up and control, upon completion of office ICT work projects.

Function 2 (incl. Expected results)

Ensures efficient and effective ICT management, achieving results such as:

• Ensure performance of specific technical solutions including installation of servers and configuration of hardware electronic components and peripherals and routine repairs, in accordance with ICAO standards and operational requirements.
• Monitor file server traffic, usage and performance on a frequent basis.
• Ensure security access of staff/visitors through security camera records is well maintained.
• Identify opportunities and ways of converting business processes into web-based systems to address the issues of efficiency and full accountability.
• Ensure all ICT office-related archives are well maintained and up to date, in line with ICAO rules and regulations.
• Maintain a secure, reliable infrastructure environment for ICT and adequate planning for disasters and recoveries.
• Identify and promote different systems and applications for optimal content management, knowledge sharing, information provision and learning, including e-registry, web-based office management system, etc.

Function 3 (incl. Expected results)

Provides user support in the Regional Office including system and data security, achieving results such as:

• Provide first level IT support to all Staff and trainees via the ServiceDesk.
• Diagnose, detect, solve and follow-up on IT issues which include but are not limited to:
  a. advising Staff on the proper use of software packages and communication tools such as MS Office and Teams;
  b. advising Staff on the how to use ICAO remote tools effectively and efficiently;
  c. data backup and restoration; virus and malware detection, removal and prevention;
  d. research and retrieval of data from internal and external sources;
  e. trouble-shooting services such as printing, Internet connection.

Function 4 (incl. Expected results)

Performs maintenance of hardware and software, achieving results such as:

• Perform System administration of the Office’s virtualized infrastructure including Windows and Linux servers and network attached storage to ensure maximum uptime and availability of resources.
• Coordinate with the HQ IT team for patches, changes, upgrades and deployments.
• Administer the firewall cluster to ensure security of the internal network and accessibility of publicly available services.
  In liaison with the HQ IT Team, Administer and maintain physical IT related infrastructure (servers, telephone, cable and wifi connexions, etc…).
• Administer User and computer accounts including password resets, group memberships and group policies.
• Perform computer imaging and ensure computers are up to date with the latest patches and anti-virus definitions.
• Manage IT stock supply spare parts and perform routine repairs. Contact manufacturers in case of recalls or repairs under warranty.
• As the focal point, administer the Inventory IT Tool and participate in the inventory monitoring and updates of the Office.

Function 5 (incl. Expected results)

Provides support in the implementation of ICAO Organizational ERP applications, achieving results such as:

• Facilitate the operation and Implementation of ICAO Organizational Systems, such as the Electronic Document and Records.
• Provide first-level end-user support in the use of (EDRMS), Agresso, Sharepoint, CRM Analytics.
• Conduct testing to user’s satisfaction.
• Keep technical and user documentation up to date.
• Adapt applications to evolving user’s needs.

Function 6 (incl. Expected results)

Serves as Focal point for ICT related issues with the Service Providers and HQ, achieving results such as:

• Liaise with and/or supervise service providers with regard to ensuring efficient and reliable operations of the IT infrastructure, Telephony and proper implementation of the Service Level Agreements.
• Monitor quality and performance of outsourced services from providers.
• Represent ICAO in ICT-related subgroups and other local UN inter-agency meetings that impact other UN common strategy, systems and procedures.
• Review Terms of Reference and Service Level Agreements {SLAs) with service providers.
• Respond to all queries from JCT section in Headquarters regarding SLAs.
• Liaise with mobile telephony service providers to ensure service availability on official mobile phones.

Function 7 (incl. Expected results)

Provides support to the Administrative Officer, achieving results such as:

• Assist in the preparation of the ICT procurement plan and prepare the relevant TORs for the procurement of ICT related assets.
• Train staff on ICT-related issues, when needed.
• Update and maintain the inventory list of all office assets in general, and, in particular, maintain an up–to-date inventory of software and hardware, including stock of supplies and spare parts and any other ICT-related equipment.
• Provide ICT support to events organized by the Regional Office.
• Maintain the ICAO WACAF website, keep the website up to date at all times, make recommendations for improvement, and implement those adopted.

Function 8 (incl. Expected results)

Performs other related duties, as assigned.

Education

Essential:

A diploma of college studies (DEC) or equivalent education, supplemented by formal specialization/training in computer science.

Desirable:

A first-level university degree in Computer Science or in a related field.

Work Experience

• A minimum of six years’ experience in systems administration, end-user support and web application development, such as, WAN/LAN networking, operating systems, telephone services, radio unit, web design, registry or similar, is required.
• Experience in an international or national government organization, or a large-scale private organization in a multicultural environment, is desirable.

Languages

Essential:

Fluent reading, writing and speaking abilities in English and French.

Desirable:

A working knowledge of a second language of the Organization (Arabic, Chinese, Russian, or Spanish).

Closing Date: June 7, 2023.