Temporary - Operations Analyst

The Operations II or Program Management Assistant (PMA) handles specific tasks for the various Client Account teams, such as RCA (root cause analysis), SLA (Service Level Agreement) monitoring, ticket lifecycle monitoring, KPI (Key performance indicator) reporting, IMAC (Installs, Moves, Adds and Changes) case creation, follow up, closure and escalation management.

A Program Management Assistant (PMA) must quickly learn and understand account specifics such as hardware used per client, part requirements, SLA analytics and contract specifications.

The PMA works closely with other internal departments when problem verifying / solving, such as logistics, level 1, service desk and tech support.

The PMAs handle daily usage of multiple reporting platforms like MicroStrategy and Power BI.

PMA must have advanced usage of Excel for internal reporting and PowerPoint for client presentations.

Advanced usage of Microsoft Office or Office 365

Service desk or Customer service experience over the phone with US clients is mandatory [1 year minimum].

Earlier knowledge and experience of CompuCom's main reporting systems such as Clarify / ClearVision, Service Now, Power BI and MicroStrategy

Excellent English skills. (Ability to work without direct supervision and complete tasks on time

Major Medical Expense Plan