University Survey Platform Service Manager

Details•Blacksburg, VA

About The Position

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:

Requirements

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.

Nice To Haves

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.

Responsibilities

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.