University Survey Platform Service Manager

Job Description

The Survey Platform Service Manager is a critical position at Virginia Tech established to manage the universitys 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 universitys 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 supportto 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 universitys 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.

Required Qualifications

- Masters degree in a relevant area (e.g. Information Technology Computer science or a related field) or bachelors degree plus training and experience equivalent to a masters 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.

Preferred Qualifications

- 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.

Overtime Status

Exempt: Not eligible for overtime

Appointment Type

Regular

Salary Information

70000 - 85000

Hours per week

40

Review Date

1/18/2026

Additional Information

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 mottoUt 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 aninclusive communitydedicated to knowledge discovery and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36000 undergraduate graduate and professional students in eightundergraduate colleges aschool of medicine aveterinary medicinecollegeGraduate School andHonors 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 numerousExtension officesandresearch 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.