Director of Platform Support

Herzing Brand • Milwaukee, WI

2d

About The Position

Current staff, faculty/adjunct at Herzing University: l og into UKG and navigate to Menu > Myself > ​My Company >​ View Opportunities to apply using the internal application process. 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 front‑line 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.

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 knowledge‑base resources, training materials, and user‑guides 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 IT‑level 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 service‑level expectations are met.
• Facilitate regular vendor check‑ins 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 end‑to‑end clinical workflows.
• Contribute to technology roadmap planning and provide recommendations for new tools or upgrades.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director