Job Summary:
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:
1. 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
2. Track and communicate the status of work assigned to employee.
3. Detect exceptions and appropriately escalate in a timely manner.
4. May contribute to team and cross-functional projects by providing assigned deliverables in a timely and high-quality manner.
5. Execute simple to moderately complex, pre-defined processes.
6. Identify opportunities for procedural improvements.
7. Perform research regarding moderately complex issues.
8. Perform data validation tasks against data input by you or others.
9. Ensure individual work products adhere to ICANN policies and procedures.
10. Create and generate reports to inform management of progress.
11. 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)
12. 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.
13. Experience with remote communication software (e.g. Slack, Zoom).
14. Outstanding customer service skills.
15. Detail-oriented, able to double-check own work.
16. Excellent interpersonal skills and ability to interact professionally with a diverse group, including teammates, managers, subject matter experts, applicants and contracted parties.
17. Comfortable interacting with cross-functional team members and teams.
18. High self-initiative with the ability to work well in a fast-paced environment.
19. Strong problem-solving and analytical skills.
20. Adaptable to new technologies, organizational and procedural changes.
Education and Experience Requirements:
21. Bachelor's Degree preferred.
22. Minimum of 1 year of related professional experience.
23. Prior experience working for an international organization desired.
Languages:
24. Fluency, both written and spoken, in English is requiredd.
25. ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English.