Applications Analyst

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 Administrations and Operations teams play a crucial role in the effectiveness of the Norfolk Department of Human Services (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.

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!

The NDHS Applications Analyst provides professional applications support and training to employees for the department.  This position plays a crucial role by ensuring the smooth operation of the departments 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 is a role that requires a blend of technical and interpersonal skills

Essential functions include but are not limited to:

• Coordinates and aids in the development and maintenance of PC based network internet/intranet business applications by performing testing, creating training plans and manuals, functioning as the principal point of contact for questions and ensuring the developed program functions as designed. 
• Maintains computer software applications by remaining familiar with technologies and computer programs, determining departmental needs by meeting with staff, assists with implementing technical programs, conducting appropriate training, performing technical support and compiling reports and analysis.
• Provides helpdesk support by answering telephone inquiries, resolving issues, and training and advising city employees on computer procedures
• Serve as the support liaison between agency users and contracted vendors.
• Ensures optimal performance of Salesforce and other applications, systems and products. 
• Manages applications and programing roles, profiles, sharing rules, workflows, and groups. 
• Facilitates integrations with different technologies required for the operation of the Case & Financial Management System. 
• Builds custom reports and dashboards requested by managers. 
• Performs database maintenance tasks, including diagnostic tests and duplicate entry cleansing. 
• Prepares reports for relevant departments as requested.
• Coordinates and provides assistance in the recommendation, implementation and administration of new technology by researching and exploring technology-based solutions, identifying appropriate PC/server-based business solutions, gathering appropriate staff input, arranging vendor sponsored demonstrations, making recommendations to departmental management,
• Creates computer-based multimedia presentations by providing technical and creative guidance to departmental management or committee members, developing a production plan, 
• Coordinates with staff to arrange and facilitate project completion.
• Trains employees in the operation of new systems by coordinating training sessions and gathering information from operational divisions on performance and progress when using new systems.

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:

• A bachelor's degree in an IT related field or computer science
• Experience as a Salesforce administrator in a similar environment.
• Experience in the administration and maintenance of Salesforce systems.
• Experience in performing successful Salesforce integrations.
• Exceptional ability to create and maintain Salesforce databases.
• In-depth knowledge of Salesforce products and their functionalities.
• Proficiency in creating Salesforce profiles, allocating roles, and managing access.
• Knowledge and ability to generate Salesforce reports.
• Ability to provide Salesforce training and end-user support.
• Strong communication and collaboration skills and ability to work closely with agency and vendor staff. 
• Prior experience training internal users in an easy-to-understand and effective manner.
• Prior experience working closely with departments of social services preferred.
• Experience being the administrator of a case or financial management system on Salesforce preferred.
• Experience working within a public sector agency or government agency preferred.

• Valid Driver's License may be required depending on assignment.
• Computer A Certification, or MCP in Computer Operating Systems.
• Salesforce Certified Administrator or Salesforce Advanced Administrator Certification preferred.

Signing Bonus: This position is eligible for a one-time$5000 sign on bonus.

Salary : $59,393 - $98,237