Director of Platform Support

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The Director of Platform Support provides functional leadership for all technology platforms supporting clinical compliance, experiential learning, and clinical operations across the university, ensuring scalable, compliant, and high-quality clinical operations on the platforms. This role drives platform adoption and partners tightly with IT, who own the technology platform, integrations, data, security, and AI enablement. This role may oversee Platform Support Specialists who are responsible for frontline assistance and optimization of user experience for students, faculty, and staff.

The Director serves as the primary liaison between platform vendors, University leadership, and other stakeholder departments-ensuring clear delineation of responsibilities, coordinated enhancements, and continuous improvement of systems critical to clinical education and compliance workflows. Responsibilities include maximizing platform functionality, supporting University technology (IT) strategies, partnering for the optimization of data procurement, and ensuring that users receive timely and accurate support. The Director of Platform Support reports to the Senior Director of Clinical Operations. May require up to 30% travel.

REQUIREMENTS:

• Master's degree required. Bachelor's degree relevant work experience may be considered.
• 5+ years' experience in higher education.
• 2+ years' experience in technology platform support related roles.
• Prior experience in a supervisory capacity.

COMPENSATION is determined based on the qualifications, experience, and circumstances of each hire. It is uncommon for new employees to start near the top of the salary range. We offer a comprehensive benefits package, including a tuition waiver and reimbursement program, health insurance, paid time off, and a retirement savings plan with company match. The salary range for this role is $123,590 to $167,210.

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RESPONSIBILITIES:

Platform Support and User Experience

• Oversee daily support operations for platforms used in clinical compliance, scheduling, documentation, and experiential learning.
• Ensure consistent, timely, and accurate support for students, faculty, and staff, promoting a positive user experience.
• Assess and prioritize platform issues, enhancements, and workflow optimization opportunities.
• Oversee development of knowledgebase resources, training materials, and userguides for clinical platforms.
• Develop and implement process, forms, and job aids to support user experience and desired outcomes.
• Design, coordinate, and execute service-level-agreements (SLAs) with university stakeholders.

Technology Integration & Collaboration

• Serve as the operational lead for platform implementation, configuration, and optimization that does not require ITlevel development or engagement.
• Partner closely with the University IT department for IT governance activities, requests requiring coding, integration, or technology partnering in line with university technology guidelines.
• Maintain clear ownership boundaries between the Platform Support team and IT, ensuring seamless, coordinated responses to user needs.
• Recommend enhancements to university leadership to improve user experiences.
• Partner with Business Intelligence to support data governance and clinical data quality and collaborate with designated Business Analysts to enable continuous improvement.

Vendor Relationship Management

• Function as primary liaison with platform vendors to communicate enhancement requests, troubleshoot functional and technical issues in partnership with IT, and ensure servicelevel expectations are met.
• Facilitate regular vendor checkins in partnership with IT, track outstanding support tickets, and communicate platform updates to stakeholders.
• Coordinate with IT and platform vendors on release planning, upgrades, and integration activities, ensuring business readiness, testing coordination, and stakeholder communication.
• Advocate for university needs and strategic priorities when collaborating with vendors.

Process Improvement and Strategic Support

• Analyze user feedback, usage data, and system performance to identify process improvement opportunities.
• Collaborate with university leadership to support operational priorities related to clinical compliance, accreditation readiness, clinical placement, and experiential learning efficiency.
• Partner across academic and administrative units to ensure platform alignment with endtoend clinical workflows.
• Contribute to technology roadmap planning and provide recommendations for new tools or upgrades.

PHYSICAL REQUIREMENTS:

• Must be able to remain in a stationary position most of the time.
• Must be able to occasionally move around the work location.
• Requiresapproximately 30% travel, based on business needs.
• Constantly operates office and/or teach equipment which may include computers, copiers, fax machines, audio/visuals.
• Frequently uses voice and hearing to communicate with students, staff, or colleagues face-to-face or over the telephone.
• Visually or otherwise identify, observe, and assess.
• Occasionally move, carry, or lift ten pounds.

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.

Herzing University is committed to providing a diverse environment and is dedicated to fostering a culture and atmosphere of mutual respect. It provides an inclusive and collegial community where individuals are valued, heard and empowered to contribute to the effectiveness of the institution.

It is the university's practice to recruit and hire without discrimination because of skin color, gender, religion, LGBTQi2+ status, disability status, age, national origin, veteran status, or any other status protected by law. https://www.herzing.edu/about/diversity

Herzing University prohibits sex-based discrimination in any education program or activity that it operates. Individuals may report concerns or questions to the Title IX Coordinator. The notice of nondiscrimination is located at https://www.herzing.edu/title-ix.