Job description

Coordinate and administer the execution of operational processes. The Operations Specialist II 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.

Key Responsibilities & Duties:

• Ticket/case management, monitoring and close out within defined service levels:
• Monitor, update and respond to service requests.
• Communicate with applicants and 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 report on service metrics on a weekly, monthly, annual, and ad hoc basis.
• 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.
• Detect exceptions and notify management.
• 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):

• 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.
• 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.
• 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.
• 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.
• Minimum of 2 years of related professional experience.
• 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.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Los Angeles, CA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• related professional: 2 years (Required)

Work Location: One location

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