Web Content Management Associate

Result of Service As detailed functions describe.

Work Location Montréal, Canada

Expected duration It should be noted that this consultancy is to be filled for an initial period of six (6) months with a possibility of an extension up to 11 months.

Duties and Responsibilities THE ORGANIZATIONAL SETTING 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 Technology & Services (ICT) Section, under the management of the Chief, ICT (C/ICT), reports 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 Enterprise Application Services Unit (EAS) as part of the ICT Section covers the following areas of expertise:

• The technical services of the unit focusing on the development, maintenance, and operational support of mostly web-based enterprise applications including but not limited to Enterprise Resource Planning (ERP), Client Relationship Management (CRM), Enterprise Document and Records Management systems (EDRMS), Procurement, Business Intelligence, as well as business-centric applications that require an enterprise approach.
• The content-management services focus on the operational management of ICAO’s web channels (i.e. Public Websites, the Secure Portal, as well as the Intranet) with an emphasis on user support, user management, and advanced web content management in up to six languages where required.
• The unit also plays a key role in application governance-related activities managing the Enterprise Application Portfolio in close cooperation with its peer-units and business clients.

The incumbent reports to the Supervisor Web Content Management, who is responsible for supervision, coaching and training of the incumbent where necessary, as well as distribution of tasks and decision on priorities.

MAJOR DUTIES AND RESPONSIBILITIES

Function 1 (incl. Expected results) Assists the Unit across its web content management services, achieving results such as: - Assist in the creation, content management and maintenance of web sites (public, secure portal and internal) in line with business requirements, quality expectations and within given timelines. - Closely cooperate with the Communications Unit regarding all content on ICAO’s public homepage covering text, graphics, audio and video and ensure the timely and correct update of the homepage rotator, the news section beneath the rotator, the highlight section as well as feature sections. - Support the management and maintenance of the Global Dictionary to ensure multilingual support for navigation menus as well as specific terminology used on the public website. - Forward or place required content translation requests through the Electronic Documents and Enquiry Network (EDEN) to ensure simultaneous publishing of web content where requested. - Support the Unit in all aspects of providing a seamless customer experience regarding queries related to the what, where, when, why and how of web content management across ICAO’s web channels.

Function 2 (incl. Expected results) Provides user management for ICAO’s secure portal, achieving results such as: - Manage all user accounts across the secure portal covering their creation, amendment and revocation. - Respond to user queries in an efficient, adequate, accurate and timely manner. - Proactively ask for and follow the direction and advice provided by the Supervisor Web Content Management where service desk calls related to user management present themselves as complex or politically sensitive and if need be, escalate them to the Supervisor Web Content Management. - Ensure adherence to the sign-up process for prospective secure portal users and group managers in line with ICAO’s policies. - Liaise with the Office of the President, the Office of the Secretary General, National Delegations and other customers in a friendly, service-oriented and efficient way, establish, and maintain well-working relationships with regard to the secure portal services provided by the unit and escalate concerns and issues to the Supervisor Web Content Management immediately.

Function 3 (incl. Expected results) Supports revenue activities, achieving results such as: - Produce saleable CD-ROMs, DVDs and other media as requested by Sections and Bureaus, in line with requirements and within agreed timelines; where budget is impacted, escalate to the Unit’s Head immediately. - Issue ISBN/ISSN (International Standard Book Number/International Standard Serial Number) and maintain the overall register of ISBN/ISSN within ICAO. - Update any sales-related publications on websites looked after by the Unit in a timely manner. - Support other sales-related activities within the unit’s scope, e.g. securing saleable publications for use on websites or portable media where a full Digital Rights Management (DRM) approach may be undesirable or absent.

Function 4 (incl. Expected results) Supports the Unit’s subscription services, achieving results such as: - Provide paper-based and/or electronic subscriptions in an accurate and timely manner to internal customers e.g. for newspapers, magazines, or monographs. - Prepare frequent reports on existing and newly requested subscriptions to help monitor the allocated budget. - Provide regularly data on what subscriptions exist, which were requested, which were cancelled and which were replaced including any shifts in budget.

Function 5 Performs other related duties, as assigned.

Qualifications/special skills Academic Qualifications:

Essential: - Completion of secondary education, including advanced training in information technology with a focus on web content management techniques

Desirable: - A diploma of college studies (DEC) or equivalent post-secondary qualifications. - PRINCE 2 Practitioner or Project Management Professional (PMP) certification or Control Objectives for Information and Related Technologies (COBIT) certification.

Essential:

Experience: - A minimum of five years of experience in supporting Web Content Management activities. - Basic knowledge of HTML, JavaScript and CSS. - Experience in providing administrative support.

Competencies: - Ability to quickly grasp user support needs and respond effectively. - Interpersonal skills that create openness and trust among colleagues. - Capable of effective working relationships. - Good spoken and written communications to present technical ideas to non-technical stakeholders.

Language:

Essential: - Fluent reading, writing and speaking abilities in English.

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

Additional Information Please note that the monthly rate for Band A varies from $3,991 to $5,172.

No Fee THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.