Job role overview
the operations ii or program management assistant role involves handling specific tasks for various client account teams, such as root cause analysis, service level agreement monitoring, ticket lifecycle tracking, key performance indicator reporting, and installation case management.
a program management assistant must quickly understand account specifics, including hardware usage per client, part requirements, sla analytics, and contract specifications.
this role works closely with internal departments when problem-solving, such as logistics, level 1 support, and technical assistance.
program management assistants handle daily usage of multiple reporting platforms, including microstrategy and power bi.
a pma requires advanced excel skills for internal reporting and powerpoint expertise for client presentations.
key responsibilities:
* root cause analysis and issue resolution
* service level agreement monitoring and adherence
* ticket lifecycle tracking and management
* key performance indicator reporting and analysis
* installation case creation, follow-up, closure, and escalation management
* account specifics understanding and documentation
* internal department collaboration for problem-solving
* multitasking and prioritization of tasks