Service Management, Digital Transformation

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International Civil Aviation Organization




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.


  • 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).





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