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: 

• 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.