Global Operations Support

Global Operations Support at ICANN

ICANN is seeking dedicated professionals for Global Operations Support roles, including a Global Support Analyst I (Temporary, Part-Time), Operations Specialist (Full-Time, Temporary), and Operations Specialist (Part-Time, Temporary). These roles are crucial for maintaining efficient service delivery and supporting ICANN's global constituency.

Global Support Analyst I (Temporary, Part-Time)

Role Overview:

Provide exceptional customer service by responding to inquiries via email and support systems using established resources and knowledge-base content. You’ll work closely with internal teams to ensure timely, accurate responses and support ICANN’s global constituency.

Key Responsibilities:

• Respond to customer service inquiries using pre-written responses.
• Handle basic inquiries with minimal assistance.
• Consistently work on and handles cases systematically as they arrive in the queue.
• Collaborate with ICANN staff to resolve inquiries.
• Manage opens cases and follows up to ensure cases are resolved within defined Service Level Targets (SLTs).
• Perform against set KPIs such as customer service satisfaction scoring received through survey feedback.
• Perform all case handling and tasks with high quality and in line with ICANN policies and procedures.
• Ensure smooth transfer of case assignment between team members across all offices and time zones as required.
• Support internal stakeholders as needed.
• Other duties as assigned or requested.

Ideal For: Entry-level professionals with strong communication skills, keen eye for detail and customer service orientation.

Operations Specialist – Full-Time (Temporary)

Role Overview:

Coordinate and administer operational processes to ensure efficient execution of services. You’ll communicate with ICANN’s contracted parties, support case tracking, and help monitor performance metrics.

Key Responsibilities:

• 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.

Ideal For: Candidates with operational experience, strong analytical skills, keen eye for detail, and the ability to work across teams.

Operations Specialist – Part-Time (Temporary)

Role Overview:

Similar to the full-time Operations Specialist, this part-time position focuses on weekend and holiday support. You’ll be instrumental in ensuring cases are managed accurately and processes run smoothly outside regular business hours.

Key Responsibilities:

• 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.

Ideal For: Candidates seeking flexible, part-time work with operational experience, strong analytical skills, keen eye for detail, and the ability to work across teams.

Why Work With Us?

• Impactful work supporting global Internet infrastructure.
• Diverse, collaborative international environment.
• Opportunities for skill development and meaningful contributions.

Key skills/competency

• Customer Service
• Case Management
• Data Validation
• Reporting
• Process Improvement
• Communication Skills
• Cross-functional Collaboration
• Service Level Agreements (SLAs)
• Attention to Detail
• Problem Solving