Job Description

We are looking for an Operations Specialist to coordinate and administer the execution of operational processes. The Operations Specialist will operate assigned services and/or support functions. The position may manage and coordinate the work of vendors to ensure deliverables meet requirements for quality, timeliness and stay within budget.

Key Responsibilities & Duties:

• Case management and case monitoring and closing within defined service levels:

  • Monitor, update and respond to cases.

  • Communicate with applicants and/or ICANN's contracted parties worldwide (gTLD registry operators and ICANN-accredited domain name registrars), as well as internal subject matter experts, to obtain or provide required information.

  • Update data within the system of record.

  • Ensure service levels and contractual performance indicators are met.

• Track and communicate the status of work assigned to employee and/or vendors.

• Detect exceptions and notify management in a timely manner.

• Track and report on service metrics on a weekly, monthly, annual and ad hoc basis.

• May contribute to team and cross-functional projects by providing assigned deliverables in a timely and high-quality manner.

• Execute moderately complex, pre-defined processes and services.

• Identify opportunities for procedural improvements and support process improvement initiatives.

• Perform research regarding moderately complex issues and propose solutions.

• Perform data validation tasks against data input by you or others.

• Ensure individual work products adhere to ICANN policies and procedures.

• Create and generate reports to inform management of progress.

• Develop subject matter expertise in the areas of responsibility assigned to you.

• If assigned, manage vendors, vendor work products and vendor invoice verifications, and maintain productive vendor relationships.

• Other duties as assigned or requested.

Required Knowledge, Skills, and Abilities (KSAs):

(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)

• Proficient in the use of Microsoft Office and G Suite, CRM, business process management software, and/or help desk/ticketing systems.

• Experience with Salesforce and/or Appian platform preferred.

• Experience with project management or work collaboration tools (e.g. Smartsheet) preferred.

• Experience with remote communication software (e.g. Slack, Zoom).

• Outstanding customer service skills.

• Detail-oriented, able to double-check own work.

• Excellent interpersonal skills and ability to interact professionally with a diverse group, including teammates, managers, subject matter experts, applicants and contracted parties.

• Comfortable interacting with cross-functional team members and teams.

• High self-initiative with the ability to work well in a fast-paced environment.

• Strong problem-solving and analytical skills.

• Adaptable to new technologies, organizational and procedural changes

Education and Experience Requirements:

• High School Degree or equivalent required, bachelor's Degree preferred.

• Minimum of 2 years of related professional experience.

• Prior experience working for an international organization desired.

Languages:

• Fluency, both written and spoken, in English is required.

• ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English.