Business Process Sr. Specialist

Possible Hiring Locations Los Angeles, Washington DC

Department 0820 - Service Delivery and Global Support

Develop a comprehensive understanding of the requirements for new or existing business processes, establish best practices which will guide either new or evolved designs for processes and procedures. Collaborate with engineering and information technology resources to support the development of requirements for tools and systems that support operations for a team or teams. Work closely with business teams to ensure proposed process designs are consistent with established requirements and the workflow is in line with the scope of the team.

Key Responsibilities & Duties:

Using experience and business knowledge, understand source materials such as contracts, policies, service requirements, existing process/procedure documentation, and/or related documentation and information

Understand the strategic approach to business process design and evolution

Work within established governance model and framework to support the development and use of tools and training as appropriate

Collaboratively develop and design processes that are consistent with ICANN’s mission, vision, legal frameworks, and typical practices within the organization

Ensure any needed change management efforts are determined, designed, planned, and executed appropriately prior to process implementation

Monitor effectiveness of processes and proactively engage with teams to evolve approaches, mechanisms, tools, and processes

Develop appropriate reports and presentations to all levels of the organization

Provide internal visibility to proven solutions to encourage the reuse of effective designs and approaches

Ability to operate pre-defined processes and manage process cases, as required

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)

Experience with process design and development and process improvement implementation.

Detail-oriented with the ability to double-check own work.

Superlative analysis, listening comprehension, problem solving, and process design skills.

Experience with the development of process flowcharts and the use of flowchart tools (e.g., Lucidchart, MS Visio) required.

Experience with applicant tracking systems, CRMs and/or help desk/ticketing systems is required. Appian experience preferred.

Experience with project management or work collaboration tools (e.g., Smartsheet) desired. Knowledge of project management frameworks and concepts a plus.

Excellent interpersonal skills and ability to interact professionally with a diverse group, including applicants, teammates, subject matter experts, managers, and executives.

Educate stakeholders on processes and/or the roles and responsibilities of own team.

Provide guidance to other team members, as needed.

Ability to comfortably maneuver within a cross-functional environment and engage in discussions.

Ability to work with international teams across time zones and with different cultures.

Ability to explain and produce widely understandable deliverables.

High self-initiative with the ability to work well in a fast-paced environment.

Highly adaptable to new technologies, organizational and procedural changes.

Knowledge of the domain name industry and concepts is a plus.

Proficient in the use of Microsoft Office and G Suite.

Strong learning capabilities.

Demonstrated proficiency in using generative AI (e.g., ChatGPT) and other AI-enabled internal tools responsibly to support research, analysis, productivity, communication, and routine work activities, including verifying AI-generated output for accuracy, and following company policies…