University Survey Platform Service Manager
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Job no: 535102
Work type: Administrative & Professional
Senior management: Vice President-Info Technology
Department: User Experience and Engagement
Location: Blacksburg, Virginia, Fully Remote, Hybrid
Categories: Information Systems / Technology
The Survey Platform Service Manager is a critical position at Virginia Tech, established to manage the university’s survey platform, Qualtrics. This role ensures the continuity, accessibility, and strategic use of survey technologies across the university for research and administrative purposes.
The Survey Platform Service Manager serves as the primary technical expert for the survey platform, providing high-quality front-end administration and specialized technical support and consultative services. This position is vital for maintaining platform efficiency, ensuring data governance compliance, and fostering university-wide proficiency in survey tool best practices. This role also plays a key role in supporting a university-wide strategy for user experience improvements with IT services.
The Survey Platform Service Manager performs essential duties to sustain and enhance the Qualtrics platform and support the university community, including:
- Manage and provide technical support for the university survey platform, Qualtrics including overseeing user access setup, permissions, and front-end configuration settings.
- Manage, facilitate, and resolve service requests related to the survey platform using the university's designated incident management tool.
- Lead and coordinate the comprehensive data and survey migration effort from the legacy platform to the enterprise Qualtrics platform, ensuring research continuity.
- Provide advanced internal support to liaisons across the university to facilitate issue resolution for the Virginia Tech user community.
- Act as the external liaison between Virginia Tech users and the vendor for technical issue resolution and escalation.
- Provide consultation services and technical assistance to researchers and other university employees on leveraging Qualtrics for complex research, user experience surveys, and general survey design best practices.
- Develop, publish, and promote user-friendly training materials and workshops to build confidence and proficiency in the Qualtrics platform.
- Coordinate the onboarding and training of new users and manage the deprovisioning of inactive accounts.
- Manage dataset governance and compliance activities for the platform, ensuring alignment with research workflows and data governance standards.
- Coordinate with university partners to ensure alignment between front-end user needs and back-end license management and service capabilities.
- Maintain technical proficiency with Qualtrics enhancements and interface changes to continuously refine services and meet evolving university needs.
- Support the university’s overall user experience (UX) strategy by enabling user feedback collection, analyzing resulting survey data, and preparing data-driven findings to recommend service improvements.
- Collaborate with the UX team to support the creation of user experience artifacts (e.g., personas and journey maps) by providing and analyzing survey data, and translating these findings into clear communications (reports, presentations, and visual materials) to drive strategic decision-making.
- Master's degree in a relevant area (e.g., Information Technology, Computer science, or a related field) or bachelor’s degree plus training and experience equivalent to a master's degree.
- Demonstrated experience in Qualtrics platform administration and front-end management, including user access, permissions, and configuration.
- Proven ability to provide advanced technical user support for enterprise software platforms, including experience managing ServiceNow tickets or similar IT service management systems.
- Strong understanding of data security, integrity, and governance principles, particularly in the context of enterprise survey platforms.
- Expertise in developing and delivering training, documentation, and consultation services to diverse user groups.
- Excellent written and verbal communication skills, necessary for providing technical support and strategic consultation in a fully remote environment.
- Experience as a platform administrator or specialist in a higher education or research-intensive environment.
- Familiarity with data migration processes and technologies between enterprise survey platforms.
- Certifications related to Qualtrics or other survey platforms.
Exempt: Not eligible for overtime
Sponsorship is not available for this position.
The successful candidate will be required to have a criminal conviction check.
About Virginia Tech
Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including Blacksburg, the greater Washington, D.C. area, the Health Sciences and Technology Campus in Roanoke, sites in Newport News and Richmond, and numerous Extension offices and research institutes. A leading global research institution, Virginia Tech conducts more than $650 million in research annually.
Virginia Tech endorses and encourages participation in professional development opportunities and university shared governance. These valuable contributions to university shared governance provide important representation and perspective, along with opportunities for unique and impactful professional development.
Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, ethnicity or national origin, political affiliation, race, religion, sexual orientation, or military status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.
If you are an individual with a disability and desire an accommodation, please contact IT Human Resources at ithr@vt.edu during regular business hours at least 10 business days prior to the event.
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