Job Summary:
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.
Candidate will be required to work 5 days per week (Sunday to Wed - inclusive of weekends and Public Holidays) and commit to the whole 6 months duration from April to Oct 2026.
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.
