Platform Support Specialist

Herzing Brand•Milwaukee, WI

5d•Onsite

About The Position

The Platform Support Specialist (PSS) is responsible for the operational support, coordination, and optimization of technology platforms that enable clinical compliance, experiential learning, and clinical operations across the University. Reporting to the Senior Director of Platform Support, this role serves as a functional owner of assigned systems, training and user support to ensure effective performance, user readiness, and alignment with academic and clinical needs. The PSS plays a critical role in platform adoption, issue resolution, and continuous improvement of user experience within clinical education systems.

Requirements

Bachelor’s degree required; Associate degree with relevant experience may be considered.
3 years of experience in technology platform support, higher education operations, clinical systems support, or a related field.
Experience supporting students, faculty, or staff in a customer-service or help-desk environment preferred.
Applicants must be authorized to work for any employer in the U.S. We do not sponsor or take over sponsorship of an employment Visa at this time.

Responsibilities

Platform Support & User Assistance: Is responsible for the operational ownership, administration, and optimization of clinical compliance, experiential learning, and related platforms used by students, faculty and staff.
Manage and resolve complex platform related issues, including troubleshooting functional issues, then exercising independent judgement to determine appropriate solutions.
Resolve complex issues, coordinating resolution, and ensuring clear documentation and follow through.
Support platform access, role configuration, and user readiness.
Own resolution lifecycle from intake through closure for assigned systems.
User Experience, Documentation & Training Support: Own the development and maintenance of knowledge-base articles, job aids, training materials, and user guides for clinical platforms.
Deliver and design training sessions, office hours, and onboarding activities for new platform users.
Promote best practices to help users efficiently and accurately complete clinical workflows.
Collect user feedback and contribute insights to improve workflows, processes, and platform usability.
Support continuous improvement initiatives related to platform performance, data accuracy, and user satisfaction.
Ensure all standards and documentation requirements are consistently met to support compliance and audit readiness.
Log, track, and update platform support tickets to ensure timely resolution and accurate communication with users.
Analyze platform usage trends and provide actionable recommendations and process improvements to leadership.
Lead testing and validation of fixes, enhancements, and platform updates prior to broader release.
Technology Collaboration & Operational Support: Coordinate platform configuration, setup, and optimization activities that do not require IT-level development or coding.
Serve as operational liaison with IT and vendors for enhancement requirements and issue resolution.
Lead release readiness activities, including user communication, testing coordination, and post-release support.
Collaboration, Reporting, & Continuous Improvement: Collaborate with academic leadership, clinical acquisition, quality assurance, and talent acquisition teams to align faculty procurement with clinical education needs.
Serve as a key liaison between academic leadership and operational teams regarding clinical faculty capacity and readiness.
Collaboratively, ensure alignment and proper focus of resources between procurement needs and talent acquisition.
Maintain oversight of clinical faculty inventory, onboarding status, and readiness metrics.
Provide regular reporting on faculty procurement outcomes, pipeline health, and future capacity needs.
Identify trends and recommend process improvements to enhance efficiency, quality, and consistency in clinical faculty procurement.