Applications Analyst

The NDHS is seeking an Applications Analyst in the Administration and Operations division. The Administrations and Operations teams play a crucial role in the effectiveness of the NDHS. By ensuring that the agency is equipped with up-to-date facilities and technology, they enable the various services provided by NDHS to function efficiently and effectively. This commitment not only enhances the work environment for the staff but also improves the quality of services provided to the citizens. It’s an essential part of maintaining the high standards of the NDHS. The Application Analyst position serves as the primary technical and functional support for the agency’s Kinship Case Management and Financial application, built on the Salesforce platform. This role ensures the reliability, accuracy, and efficiency of case, caregiver, placement, eligibility, and payment workflows used by Kinship program staff and financial teams. The Applications Analyst works closely with program leadership, IT, finance, and external vendors to translate business needs into system configurations, maintain data quality, manage releases, and optimize user experience. This position plays a critical role in supporting child welfare operations, improving service delivery for kinship caregivers, and ensuring compliance with state and federal regulations. The Applications Analyst also supports the development, implementation, and maintenance of other technology-based business solutions that become available. This role is integral to the smooth operation of the department’s programs, ensuring that all technology-based solutions are functioning optimally and that all employees are well-versed in the use of new software applications and systems. It’s a role that requires a blend of technical and interpersonal skills. Department Hiring Salary Range: $63,353 - $72,700 Essential Functions Essential functions include but are not limited to: Application Administration & Support

• Configure and maintain Salesforce components including objects, fields, Flows, validation rules, page layouts, profiles, and permission sets.
• Manage case, caregiver, placement, and financial data models to support Kinship program business processes.
• Develop and maintain reports and dashboards for program outcomes, operational monitoring, and financial oversight.
• Troubleshoot issues, perform root cause analysis, resolve defects, and support end users through Tier-2 application support.
• Maintain sandbox environments, perform deployments (Change Sets/Copado/Gearset), and support release management activities.

Business Analysis & Process Improvement

• Conduct requirements workshops with Kinship program staff, finance teams, and IT stakeholders.
• Analyze business processes, recommend improvements, and translate policy changes into system requirements.
• Create detailed user stories, acceptance criteria, test cases, and technical documentation.
• Coordinate and execute UAT, regression testing, and production validation for releases.

Data Management & Integrations

• Perform data uploads, updates, and reconciliations using Salesforce Data Loader and/or middleware tools.
• Support and monitor integrations between Salesforce and financial, eligibility, or document management systems.
• Ensure data accuracy, integrity, and compliance with confidentiality, audit, and retention requirements.

Stakeholder Collaboration & Training

• Serve as a liaison between program users, finance, IT, and external vendors.
• Provide training, knowledge resources, and ongoing support for caseworkers, supervisors, and financial staff.
• Document configuration, business rules, security models, SOPs, and system workflows.

Compliance, Governance & Quality Assurance

• Apply ITIL-aligned practices in incident, problem, and change management.
• Ensure system configurations and data handling comply with state DSS regulations, privacy and security requirements, and audit standards.
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Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelor’s degree or equivalent. Three years technical experience in either PC maintenance or application development. Preferred Education/Experience

• Bachelor’s degree in information Systems, Computer Science, Business, Public Administration, or a related field. Equivalent experience may be considered in lieu of a degree.

• 3-5 years of experience as an Applications Analyst, Business Systems Analyst, or Salesforce Administrator.
• 2+ years of direct hands-on experience with Salesforce configuration and administration.
• Experience supporting business processes related to case management, human services, or financial operations.
• Public sector or social services program experience (Child Welfare, Foster Care, Kinship, Family Services).
• Experience supporting financial workflows including eligibility determination, payment calculations, rate tables, and reimbursements.
• Familiarity with integrations (REST/SOAP APIs, MuleSoft, Boomi, Informatica, or similar middleware).

Additional Information & Requirements

• Valid Driver’s License may be required depending on assignment.
• Computer A+ Certification, or MCP in Computer Operating Systems.

Preferred

• Salesforce Administrator (ADM-201) obtained within first year of employment.
• Salesforce Business Analyst or Platform App Builder.
• ITIL Foundation.
• Agile/Scrum certification.

• Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.

• Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.

• Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.

• Retirement

If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction. If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

• The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant’s school of enrollment must be an accredited institution.

NOTE: The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type. Non-City Positions listed with a job type designation of “Non-City” are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.

Norfolk, Virginia is America’s most authentic and urban waterfront city. Home to the world’s largest naval station and the business, arts, and cultural center of Coastal Virginia, Norfolk has been rated a top place to live, work, play, and raise a family by numerous publications. Working for the City of Norfolk is an opportunity to make a real difference in the lives of others. With our commitment to competitive pay and a strong retirement package, you can do good for your community and do well for yourself. Join a caring workplace that proudly celebrates uniqueness, authenticity, and a shared commitment to improving the lives of our residents. The City of Norfolk’s Department of Human Services (NDHS) provides a wide range of essential services to its citizens. These services are crucial in supporting the wellbeing of the community and ensuring that all citizens have access to the resources they need. NDHS is committed to providing such comprehensive support to its citizens. The NDHS is a great platform for individuals who are passionate about public service and making a difference in the community. By joining the team, members will have the opportunity to provide skilled services in a positive work environment that promotes hope and recovery and is crucial in ensuring the well-being of the individuals served by Norfolk Human Services. It’s an excellent opportunity for those dedicated to making a positive impact on people’s lives!