Internship, Development of Training and Support Material, ICT. ICAO, Montreal. Open until 4 December 2014

POSITION INFORMATION Title:	Internship – Development of Training and Support Material, ICT	Internship Notice:	2014/16/INT
Duration of assignment:	2-6 months	Posting Period:	20 November- 4 December 2014
Duty Station:	Montréal, Canada	Date for entry on duty:	After 4 December 2014

THE ORGANIZATIONAL SETTING

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 Communication Technology (ICT) Section provides the Organization with the direction, management and security of its information and communication activities. The main focus of the Section is to manage ICT activities efficiently and effectively. ICT activities related to this position are: Customer Relationship Management (CRM), Enterprise Resource Planning (ERP), and E-Commerce user support; systems documentation and configuration item maintenance; work in collaboration with ICAO Bureaus in the development and support of websites and web applications required to meet their objectives.

Reporting to the ICT Officer in charge of E-Business, the intern will be engaged in the creation and maintenance of documentation related to user training and support in Customer Relationship Management (CRM), in line with ICT’s standards, its processes and its procedures.



TERMS OF REFERENCE
Under the general guidance of the ICT Officer in charge of E-Business, the intern will:


Develop CRM user manuals and training material:


- Create new and extend existing operational documentation;

- Prepare presentations and courses for CRM, aimed and customized to different internal units;

- Support the CRM Unit in all other document related issues.


Follow up on user responses to training and courses:


- Prepare user satisfaction surveys regarding training and support material;

- Collect user response regarding CRM service provision;

- Analyse responses and prepare suggestions for improvement.


 QUALIFICATIONS

Educational background


At the time of application, candidates are required to have completed or be enrolled in a graduate degree programme (second-level university degree or higher) in a field of study related to information technology, information management, engineering, human resources or marketing. -2-


Applicants pursuing studies in countries where higher education is not divided into undergraduate and graduate stages should have completed at least four years of full-time studies at a university or equivalent institution towards the completion of a degree.


Language skills


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

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

 CONDITIONS OF INTERNSHIP

Interns are not paid. All costs related to travel, insurance, accommodation, and living expenses must be borne by the intern.

The duration of the internship is between two to six months. The intern is expected to work five days a week, on a full-time basis.

Interns shall not be eligible to be engaged in any other form of employment within ICAO during the period of internship and shall not be eligible to apply for or be appointed to any post in the Secretariat or be contracted for any other remunerated employment with ICAO for the six months immediately following the end of their internship
.

 HOW TO APPLY

Interested candidates must complete an on-line application form, and attach a recommendation letter from the educational institution. To apply, please visit ICAO’s e-Recruitment website at: https://careers.icao.int.


 NOTICE TO CANDIDATES

ICAO does NOT charge any fees or request money from candidates at any stage of the selection 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.