Job Summary

Define and document service requirements and to support the delivery of these services to the registry operators.  In partnership with our operations team, provide administration of the services and support to the global network of registry operators to facilitate their compliance with their contractual obligations.   Must be able to conduct independent research and collaborate with our partners in other departments to quickly diagnose service-related problems and propose recommended solutions.  We strive to deliver win-win-win solutions for the registry, ICANN org, and the global internet community. 

Key Responsibilities & Duties:

• Coordinate aspects of the service lifecycle including supporting existing service delivery and driving improvements with assistance from supervisors or senior staff.
• Interface with cross-functional teams to identify and document the requirements for a service using defined templates.
• Partner with the operations team to ensure the design and delivery of the service meet the intent of the service definition.
• Be the expert for assigned services: understand, represent, and communicate ICANN’s position on an issue to both internal and external audiences with assistance from senior staff or supervisor.
• Manage exceptions and escalations to service delivery and develop potential solutions.
• Conduct independent research and collaborate cross functionally to brainstorm and evaluate options.
• Compose concise written materials to inform and/or influence internal or external audiences.
• Other duties as assigned or requested

Required Knowledge, Skills, and Abilities (KSAs): 

• Experience documenting requirements for a product or process.
• Utilizes project management fundamentals to plan and execute work.
• Ability to analyze and interpret contractual provisions.
• A creative problem solver.
• Strong oral and written communication skills in English language with demonstrated ability to effectively inform and influence.
• A self-starter with the desire to learn and apply knowledge to the role.
• Highly organized and detail-oriented with the ability to multitask.
• Demonstrates a strong work ethic and is committed to seeing tasks through to completion.
• Broad knowledge and experience in public policy research and analysis is a plus.

Education and Experience Requirements:

• Bachelor’s Degree required.
• Minimum five (5) years of experience or equivalent.
• Experience working in the domain name industry is a plus.
• Prior international experience is a plus.

Language

• 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.

Working Conditions & Physical Requirements:

• Work is performed in a normal office environment with limited privacy and some exposure to background noise.
• While performing the duties of this job, the employee is frequently required to stand and walk. The employee regularly is required to sit. The employee is frequently required to talk or hear; use hands and arms to reach, handle or feel. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.  
• The employee may occasionally lift and/or move up to 25 pounds.