IDP Education Ltd Looking for CX Platforms (Qualtrics) Systems Administrator at Chennai, Tamil Nadu Full Time

An ASX100 business part that is owned by Australian universities, IDP is a pioneer in international education services. Our core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training.

We are on a mission to build the world’s leading platform and connected community to guide students along their journey to achieve their lifelong learning and career aspirations.

As a co-owner of IELTS, we deliver the English test that is trusted by more governments, universities and organisations than any other. We also operate English language teaching schools in South East Asia.

We are innovators, driven by the needs of our customers and deep data insights. Our 5,000 team members based around the world understand that our services change lives – not only of our customers, but their wider communities.

By combining empathy and professional expertise with digital excellence, we create launch pads for our customers to achieve global success.

POSITION PURPOSE

The CX Platforms Systems Administrator role will work in the Digital Technology Services Team, and with the CX Platforms BA and Specialist.

The core function is to support IDP’s Qualtrics technology platform, configure and manage Qualtrics, monitor data flows, problem solve issues on or from the Qualtrics platform, escalating issues to the CX platforms team, IPSOS and/or Qualtrics, and along with the team configure changes in the platform.

This role supports our CX platforms team to enable the technology platforms which ensures our customers voices are heard.

This ensures a business-led digital customer experience that will assist in transforming IDP’s customer experience.

In short, this role:
Focuses on IDP’s Qualtrics software and integrations, used initially in Student Placement (will include IDP Connect, PX and IELTS business units in the future)

Includes Qualtrics administration, configuration, integration and data flows

May include other CX technology platforms used by the CX Team, including Mural, Miro, Mentimetre and Zoom

Includes use of other Platforms, including Service Now, Confluence and JIRA

Maintains an accurate ‘as is’ set of ‘as built’ documentation

Impact assess any adds, moves or changes

Ensures all system configurations are aligned to best practice standards

Follows ITIL standard ways of working for build, change, release and configuration management

Areas of Accountability

SCOPE

Configure and manage Qualtrics

Monitor data flows

Problem solves issues on the Qualtrics platform, escalating to CX Platforms team, IPSOS and/or Qualtrics

Along with the CX Platforms Specialist and CX Platforms BA, configure changes in the platform

BUILD – with CX Platforms Specialist and BA

Configure, administrate and manage the Qualtrics platform

Translate business processes with workflows, validation rules and process builder into configuration

Design and create customised collection posts for feedback and metrics i.e., surveys or pop ups etc.

Design and create customized reports and dashboards

Design and configure other product and technical changes

Assist and support major and minor release for IDP, including release cycle testing, end user feature

BAU – with Digital Technology Services Team

Daily administration and support – user setup, profiles and roles, customization of objects, fields, record types etc.

Provide 2nd or 3rd level incident support, change management, and maintaining the upkeep of technical records and documentation

Regular data uploads/exercises, data maintenance & cleaning activities

Maintain documentation on system configurations, maintenance processes and schedules

Ensures effective problem analysis and resolution of issues of moderate scope in a timely fashion and escalates issues when needed to appropriate levels of it or business

Provides off hours (on-call) support as it relates to it functional area

Escalate and proactively manage technical issues to IPSOS or Qualtrics

Strategy, Delivery and Engagement “Way of Working” includes:
2.2 Assist in keeping product in line with business goals

3.1 Assist in maintaining business alignment through stakeholder relations

3.2 Clear instruction and direction when undertaking product development and configuration changes

4.1 Contribute to and help maintain a list of backlog features/items/cases and escalations

5.1 Contribute to defining and evaluating product benefits

5.2 Ensure quality of the work undertaken during product development

5.3 Assist in determining whether the latest product development is acceptable

6.1 Contribute to the Sprint and PI planning processes with the CX Platforms Specialist and CX Platforms BA

6.3 Support existing products when production issues or major incidents occur

7.2 Contribute to maintaining standard operating procedures

8.1 Assist in contributing to the Qualtrics roadmap, product offering and enhancements to feature set

Complexities

This role is designed for someone who can work to solve issues to their conclusion.

Working with the CX Platforms team (Specialist and BA), they can take a high-level brief of needs and outcomes through to delivery and adoption too.

Driven by curiosity, they will be able to make outcome-based actions and execute, so our customers are always first across the business and the most value is delivered strategically.

This role requires the fast adoption of new ways of working, maintaining current understanding of technological advancements, rapid pace of deployment and can pivot quickly when the need arises.

Skills and Experience

Essential

Bachelor’s degree in Computer Science or Information Systems or Information Technology or relevant professional engineering qualification, or a related field

Possesses good knowledge of different software systems and architecture including cloud, SaaS, and client/server/API integrations

Excellent verbal and written communication skills (with IELTS or any other equivalent English proficiency score of 7 or above)

at least 3 years of work experience in Service Desk or in other System Admin functions

Great can-do and flexible attitude, that thrives in a collaborative makes it happen environment

Analytical, inquisitive, service and team oriented

Desirable

Experience in Qualtrics is extremely highly desirable

Exposure to SAP C4C, Success Factors desirable

Any Cloud/SaaS based certification

2-5 years of professional experience with minimum 2 years of experience in SaaS/Cloud based applications

Experience with an online task management tool such as Service Now, Jira or equivalent

Planning, prioritisation and time management skills

Experience in international student placement or past experience performing business activities that are related or transferrable.

Behaviours

Demonstrates an ongoing thirst for serving our customers first. Develops solutions through their eyes.

Genuinely enjoys working with a diverse range of stakeholders as IDP is a global company with team members from a wide range of backgrounds and cultures

Comfortable working in ambiguous situations, working creatively on formative concepts or complex problems to solve

Community orientated approach to solving problems collaboratively, sharing, listening and being diplomatic and respectful of other people’s views and ideas.

Recognises, values and utilises the perspectives and skillsets from other peers and stakeholders

Acts as a caretaker, taking responsibility for the overall condition and stewardship of the product and acts as the primary representative of the product

Capable of operating with both a macro and micro lens, providing focus to detailed steps/tasks as well as maintaining a big picture view

Invested in knowledge transfer and upskilling to effectively support and understand the IDP CX platform, configuration and outcomes

Values

Customers first.

Serving our network and central teams and being fuelled and led by our external customers

Values input, feedback and insights from others, for continual improvements

Diversity and inclusion, working closely with individuals unlike themselves