Job Summary

This is a leadership role that provides direction, management, delivery of services, and global strategy for ICANN Org ERP (Oracle Cloud), DMS (Document Management System), and other system services for ICANN Org.

The Oracle Cloud ERP platform includes the entire suite of HCM, Financials, Billing, Procurement modules, ADP payroll, cloud infrastructure management, and other added non-Oracle services and interfaces. This role serves as the strategic technical leader for ERP operations, technical architect, and expert in ERP cloud platform and related services. The DMS platform (Alfresco) includes document management, document scanning/capture, enterprise collaboration, and governance services modules. This role serves as the strategic technical leader for staff facing DMS operations and expert in DMS platform and related services.

This role serves as the relationship manager with Global HR, Office of CFO, and Legal functions.

In addition, this role will weigh the applicability (functionality, adaptability, roadmap fit, security, scalability, performance, legal compliance) of the solutions designed while leading evaluation of business and technical requirements, and delivery of services and solutions.

This role includes direct management and mentoring of staff and maintaining relationship with external support service providers.

Key Responsibilities & Duties:

ERP Management

• Direct, manage, and enhance E&IT ERP Oracle staff and support service providers for the overall Oracle ERP platform.
• Serve as ERP Architect focusing on continuous improvement, service enhancement (measured by metrics) and optimization (support/measured by cost and support model).
• ERP/DMS service ticket management, including management reporting, SLA metrics reporting with attention toward continuous improvement.
• Direct management of Oracle environments and quarterly upgrade process. This includes scheduling back-ups in multiple environments, upgrade testing & scheduling, reviewing release notes and working with constituents on applying upgrades/enhancements/changes with training.
• Work with ERP Product Managers/Analysts to improve support model for:
  • Evaluating business and technical requirements ensuring continuity of technical vision and capabilities.
  • Configuration, testing, delivery to requirements in Oracle Cloud Financial, Procurement, and HCM modules.

DMS Management

• Direct the implementation of DMS solution for all staff facing functions. Responsible for all development and successful delivery of Alfresco platform including integration and migration of documents from other systems.
• Working with supporting functions, lead efforts for the establishment and policies and procedures regarding document storage, sharing, transmission, and destruction.
• Plan, strategize, and develop data ecosystems for Org documents following GDPR, legal, and financial requirements.
• Ensure security of system and integrity of master documents by implementing document and system access rights and revision controls.

General IT Services Management, Relationship/Client Management, and Project Management

• Serve as relationship manager for Global HR and Office of CFO and Legal functions.
• Budget management for all Org back-office E&IT services.
• Relationship and contract management of staff SaaS system providers.
• Guiding project teams and providing course changes and recommendations where required.
• Ensure adherence to our development project management methodology, including consistent timely management reporting.
• Mentoring and educating staff and other team members with core technologies.
• Develop and maintain a customer-focused relationship with business stakeholders and other E&IT areas by exhibiting a high level of collaboration, timely communication/reporting, and responsiveness.
• Work in tandem with Business Sponsors and Stakeholders to understand business vision and objectives to define, create, and implement (drive) business process improvement efficiencies across organization.
• Demonstrate and foster highest levels of service and support.
• Manage project and departmental budget(s).
• Management of internal and external resources staff.
• Ensure compliance with all required security protocols and applicable standards.
• Ensure compliance with all required GDPR protocols and legal standards.

Required Knowledge, Skills, and Abilities (KSAs):

ERP Management

• ERP Management Exceptional leadership and communication skills.
• Strong knowledge of Oracle Cloud upgrade and back-up scheduling process in a multi-environment infrastructure.
• Demonstrated knowledge of Oracle SR process, including escalation process.

DMS Management

• Direct project experience with Alfresco Digital Workspace and developing extensions using Alfresco Development Framework, preferred.
• Strong working knowledge in implementing workflows using Alfresco process service with familiarity in App Designer, BPMN editor, Form editor, Business Rule development, Data Models, and integrating process service with other systems, preferred.
• Strong working knowledge in Alfresco Governance service, preferred.

General IT Services Management, Relationship/Client Management, and Project Management

• A thought leader acting as a critical part of a senior E&IT management team.
• IT Services and Project Management process design experience (ITIL, ITSM, and PMI best practices implementation).
• Previous experience managing 3rd party service providers to contractual agreements and customer satisfaction requirements.
• Strong organizational skills to prioritize tasks under time constraints; diplomacy and ability to deal effectively with people.
• Experience in leading multidiscipline, high-performance work teams/groups.
• Demonstrated ability to design enterprise solutions to solve business problems.
• Outstanding project management and analytical skills.
• Knowledge and experience with Business Process Modeling.
• Ability to quickly learn new processes and technologies and leverage these successfully.
• Ability to multi-task and manage multiple projects.
• Demonstrated ability to manage department and project budgets.

Education and Experience Requirements:

• University degree, MBA or relevant experience within the field of project management, process engineering and functional business operations preferred.
• Prior experience working for an international organization, strongly preferred.
• Must have 12+ years of direct ERP IT management (PM or Leader) experience (implementation and post-production support).
• 3-5 years of direct global Oracle Cloud Financials, Procurement, HCM full life-cycle implementation and post-production support.
• Must have 7+ years managing data center operations.
• 5+ years full cycle implementation (designing, architecting, data conversion, and successful delivery) of enterprise content service as a PM or Leader.
• 5+ years of proficiency in any major enterprise content management platform like Alfresco, IBM FileNet, OpenText, Microsoft SharePoint, etc.

Languages:

• Fluency in both written and spoken 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:

• Willingness and ability to travel domestically and internationally as needed 5% of the time, or as needed.