Job Summary:
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.
The role needs to commit to working for 6 months from April to October 2026 on weekends and public holidays.
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 registryoperators and ICANN-accredited domain name registrars), as well as internalsubject matter experts, to obtain or provide required information
- Updatedata 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
- Execute moderately complex, pre-defined processes and services
- Identify opportunities for procedural improvements and support process improvementinitiatives
- 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
- Manage vendors, vendor work products and vendor invoice verifications, and maintain productive vendor relationships
Required Knowledge, Skills, and Abilities (KSAs):
- Proficient in the use of CRM, business process management software, and/or help desk/ticketing systems.
- Experience with Salesforce and/or Appian platform preferred.
- Proficient in the use of Microsoft Office and G Suite
- 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
- 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
- Adaptable to new technologies, organizational and procedural changes
Education and Experience Requirements:
- Bachelor's Degree required
- Minimum of 2 years of related professional experience
- Prior experience working for an international organization desired
- Fluency in both written and spoken in English
- Additional languages will be advantageous
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