LMS Product & Solutions Analyst (DWI PSA)

Position Summary

The LMS Product & Solutions Analyst supports the performance, growth, and continuous improvement of DWI’s learning technology ecosystem. Reporting to the General Manager, this role serves as a trusted business systems resource who connects business needs, data, technology, and process improvement across Salesforce, the Learning Management System (LMS), and other contracted technology solutions.

The position combines LMS administration, reporting and analytics, requirements gathering, user experience analysis, documentation, product enhancement support, and continuous improvement. The analyst translates business needs into practical technology recommendations, provides leadership with trusted data and insights, improves learner and customer experiences, and helps DWI scale and operate effectively through technology.

Key Responsibilities

LMS Administration and Learner Support

• Configure and maintain learning plans, curricula, audiences, assignments, due dates, recurrence settings, and completion requirements based on approved program and customer requirements.
• Upload, configure, test, publish, version, update, and retire approved courses, resources, and supporting materials in the LMS.
• Verify course settings, metadata, links, files, completion rules, learning assignments, and learner access before release.
• Maintain accurate learner profiles, enrollments, assignments, and completion records; research discrepancies and document authorized corrections.
• Assess and resolve assigned cases involving access, enrollment, learning assignments, completion records, content functionality, reporting discrepancies, and system use.
• Identify root causes, document actions taken, recommend practical solutions, and escalate matters requiring policy decisions, vendor support, or APM IT intervention.
• Provide responsive support and guidance to learners, customers, instructors, administrators, and internal teams as appropriate.

Reporting, Analytics, and Data Quality

• Develop and maintain reports, dashboards, and key performance indicators in Salesforce, LMS platforms, and contracted solutions.
• Analyze data trends, risks, gaps, and opportunities and translate findings into clear, actionable insights for leadership and operational teams.
• Support customer, program, compliance, and operational reporting needs.
• Validate, reconcile, and monitor data to promote accuracy, consistency, and integrity across systems.
• Document recurring report definitions, data sources, validation steps, owners, and reporting processes.

Business Analysis and Requirements

• Partner with stakeholders to identify business needs, desired outcomes, system requirements, and process constraints.
• Facilitate discovery sessions and document requirements, workflows, user stories, process maps, current-state conditions, and future-state needs.
• Translate business needs into clear technology solution recommendations and maintain requirements and enhancement documentation.
• Clarify requirements and acceptance criteria with stakeholders, APM IT, vendors, and technology partners.

Business Systems and Technology Solutions

• Support designated business systems beyond the LMS as DWI’s organizational needs and technology priorities evolve.
• Evaluate technology capabilities and improvement opportunities and prepare recommendations that address business needs, user impact, expected benefits, risks, dependencies, and implementation considerations.
• Document integrations and data flows at the business and functional level, including sources, destinations, key fields, dependencies, schedules, owners, and known failure points.
• Partner with APM IT, vendors, and technical resources for development, infrastructure, security, and enterprise system changes.
• Serve as DWI’s business liaison to APM IT by documenting needs, coordinating business-side testing, communicating priorities, and tracking issues through resolution.

User Experience and Process Improvement

• Evaluate learner, instructor, administrator, customer, and internal user experiences.
• Collect and analyze user feedback, support themes, workflow observations, and system usage data.
• Identify inefficient, manual, duplicative, or high-risk processes and recommend improvements through technology, automation, workflow redesign, or clearer documentation.
• Recommend and support improvements that increase adoption, engagement, operational efficiency, consistency, scalability, and customer satisfaction.

Product Enhancement and Implementation Support

• Maintain and analyze enhancement requests, document business value and requirements, and support leadership and system owners in prioritizing the product roadmap.
• Assist with roadmap planning, solution evaluation, testing, user acceptance, implementation, quality assurance, rollout, and adoption activities.
• Coordinate with vendors, technology partners, APM IT, and internal teams on approved solution enhancements.
• Assess implemented improvements against intended business and user outcomes and recommend follow-up actions when needed.

Documentation and Knowledge Management

• Create and maintain clear documentation for key DWI systems, LMS administration, reporting processes, configurations, integrations, data flows, troubleshooting procedures, and business workflows.
• Develop standard operating procedures, job aids, process maps, data dictionaries, and knowledge resources that support consistent work and effective knowledge transfer.
• Reduce reliance on undocumented processes and single points of failure by keeping documentation accessible, current, and assigned to appropriate owners.

Data Stewardship

• Handle learner, customer, and organizational data in accordance with applicable DWI and APM requirements for confidentiality, privacy, security, access, retention, and appropriate use.
• Promptly escalate suspected privacy, security, data-quality, or unauthorized-access concerns through established channels.

Qualifications

• Bachelor’s degree in Business, Information Systems, Educational Technology, Data Analytics, or a related field, or equivalent experience.
• Three or more years of experience in business analysis, reporting and analytics, LMS administration, business systems support, or a related role.
• Experience with Salesforce reporting and dashboard development.
• Experience administering or supporting an LMS, business system, enterprise application, or comparable technology platform.
• Strong requirements gathering, workflow analysis, process documentation, and problem-solving skills.
• Ability to validate data, identify trends and discrepancies, and communicate findings to technical and nontechnical audiences.
• Ability to assess cases, identify root causes, recommend practical solutions, and coordinate issues through resolution.
• Strong written, verbal, organizational, quality assurance, and stakeholder communication skills.
• Ability to work effectively across DWI, APM IT, vendors, customers, and other partners within assigned authority and responsibilities.

Preferred Qualifications

• Experience with LMS platforms such as Moodle, Canvas, LearnUpon, Cornerstone, or similar systems.
• Experience configuring learning plans, maintaining learner records, uploading and testing learning content, or supporting LMS cases.
• Experience in workforce development, education, training, or SaaS environments.
• Experience with process improvement, system implementation, user acceptance testing, or technology change initiatives.
• Knowledge of product management and Agile methodologies.
• Familiarity with process mapping, data governance, business-level integration documentation, and knowledge management practices.
• Experience with advanced Excel, Power BI or another data-visualization platform, SQL, or multi-system data analysis.

Key Competencies

• Reporting and Business Intelligence

• Customer and Learner Focus

• Data Analysis and Visualization

• Technology Solution Analysis

• LMS and Business Systems Support

• Documentation and Knowledge Management

• Requirements Gathering

• Project Coordination

• Workflow and Process Improvement

• Written and Verbal Communication