Job Summary

The Operations Senior Specialist executes complex processes and provides services to applicants and contracted parties in the ICANN ecosystem. It operates assigned services and processes transactions within required service and quality levels. The role analyzes service requirements and designs and implements processes to meet those requirements. It may lead projects or project steps within a broader project and acts as a resource for colleagues with less experience.

Key Responsibilities & Duties:

• Execute complex, pre-defined processes and services.
• Define procedural approach for service execution.
• Track and communicate the status of work assigned to employee and/or vendors.
• Detect exceptions and provide management with best solutions for resolution.
• Update and maintain business processes that are consistent with ICANN’s mission, vision, legal frameworks, and typical practices within the organization.
• Design, create and generate reports on service metrics to inform management and executives of progress on a weekly, monthly, annual and ad hoc basis.
• Ticket/case management, monitoring and close out within defined service levels:
  • Monitor, update and respond to requests.
  • Communicate with applicants, contracted parties, vendors, or internal subject matter experts to obtain required information.
  • Perform transactions and update data within the system.
  • Ensure service levels and contractual performance indicators are met.

• Lead projects within team, ensuring timely and high-quality deliverables.
• Contribute to team and cross-functional projects by providing assigned deliverables in a timely and high-quality manner.
• Identify opportunities for process improvement. May lead process initiatives.
• Perform research regarding moderately complex issues and propose solutions
• Ensure individual work products adhere to ICANN policies and procedures
• Develop subject matter expertise in the areas of responsibility assigned to you
• Other duties as assigned or requested.

Required Knowledge, Skills, and Abilities (KSAs):

• Proficient in the use of CRM and/or help desk/ticketing systems. Salesforce experience preferred.
• Proficient in the use of Microsoft Office and G Suite.
• Superior verbal, written, and listening communication skills.
• Superior interpersonal skills and ability to interact professionally with a diverse group, including executives, managers, subject matter experts, applicants, and contracted parties.
• Able to comfortably maneuver within a cross-functional environment and discussions.
• Highly adaptable to new technologies, and organizational and procedural changes.
• Experience with project management or work collaboration tools (e.g. Smartsheet) desired.
• Knowledge of project management frameworks and concepts a plus.
• Experience with the development of process flowcharts and flowchart tools (e.g. Lucidchart, MS Visio) preferred
• Outstanding customer service skills.
• Detail-oriented, able to double-check own work.
• High self-initiative with the ability to work well in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Vendor management experience preferred.
• Contract management experience preferred.
• Prior experience working for an international organization preferred.
• Knowledge of the domain name industry and concepts preferred.

Education and Experience Requirements:

• Bachelor's Degree required, preferably in a relevant field of study.
• Minimum of 5 years of experience in a related industry.
• Prior experience working for an international organization preferred.

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.

Working Conditions & Physical Requirements:

• International travel may be required to support ICANN related meetings as requested for lengths of 7-10 days for each trip, approximately three times per year, likely on different continents.
• Comfort level with an international work environment that requires availability at times outside normal business hours.