Job Description
Coordinate and administer the execution of operational processes. The Operations Specialist (temporary, part-time) will operate assigned services and/or support functions. The position may manage deliverables to ensure they meet requirements for quality and timeliness.
This is a part-time role that provides support on the weekends (Saturday and Sunday) and holidays.
Key Responsibilities & Duties:
- Case management and case monitoring and closing within defined service levels:
- Monitor, update and respond to inquiries.
- 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.
- Detect exceptions and appropriately escalate in a timely manner.
- May contribute to team and cross-functional projects by providing assigned deliverables in a timely and high-quality manner.
- Execute simple to moderately complex, pre-defined processes.
- Identify opportunities for procedural improvements.
- Perform research regarding moderately complex issues.
- 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.
- 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)
- Proficiency with Microsoft Office, G Suite, CRM, business process management software, and/or help desk/ticketing systems. Experience with Salesforce and/or Appian platform 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 1 year of related professional experience.
- Prior experience working for an international organization desired.
Languages:
- Fluency, both written and spoken, in English is requiredd.
- ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English.
