Application Support Analyst at Norfolk Redevelopment And Housing Authority – Norfolk, Virginia

NRHA’s Vision and Mission

At the Norfolk Redevelopment and Housing Authority (NRHA), we’re proud to be the largest housing and redevelopment authority in Virginia and a leader in real estate development and property management across the country. Since 1940, we’ve been working to revitalize and improve neighborhoods in Norfolk.

We also acknowledge that public housing has a complicated history, tied to issues of social injustice and racial inequality. While we haven’t always gotten it right, we’re committed to making positive change by offering quality housing options that support diverse, mixed-income communities. Our vision is to provide quality housing choices in neighborhoods where people want to live. Our mission is to provide quality housing opportunities that create sustainable, mixed-income communities.

Position Summary

The Application Support Analyst requires a strong expertise in Yardi software to support, maintain, and optimize our various modules within Yardi. This position will serve as a key technical resource providing advanced application support ensuring system stability, resolving application issues, systems configurations and partnering with business users to enhance Yardi functionality across the organization.

Essential Functions

• Provide Level 2 and Level 3 application support for Yardi products (e.g., Voyager, Elevate, , Residential, Affordable Housing, Procure2Pay, RENTcafé, etc.).
• Troubleshoot and resolve application issues related to leases, accounting, reporting, interfaces, and integrations.
• Monitor system performance and proactively identify and resolve potential issues.
• Support Yardi configurations, workflows, roles, permissions, and security settings.
• Collaborate with business stakeholders to gather requirements and translate them into system solutions.
• Develop and maintain custom reports, SQL queries, and data extracts.
• Support Yardi upgrades, patches, and new module implementations.
• Coordinate with Yardi support teams and third-party vendors to resolve complex issues.
• Document application processes, configurations, and troubleshooting procedures.
• Provide end-user support, training, and knowledge transfer.
• Ensure data integrity and compliance with internal controls and audit requirements.
• Resolve Yardi-related incidents within defined SLAs.
• Accurately diagnose root causes and implement long-term fixes.
• Performs other duties as assigned.

Performance Standards

• ≥ 95% of tickets resolved within SLA.
• Reduction in repeat incidents by ≥ 20% year over year.
• Mean Time to Resolution (MTTR) meets or exceeds team benchmarks.
• Proper escalation to Yardi or vendors when required.
• Minimal unplanned downtime caused by configuration or support errors.
• Proactive identification of system risks or performance degradation.
• Successful completion of upgrades, patches, and enhancements with no critical post-release issues.
• Supports system security, user access controls, and compliance requirements.

Minimum Qualifications

Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience). Three or more years of hands-on experience supporting Yardi software. Strong understanding of property management, accounting, real estate business processes, tax credits and HUD regulations. Experience with SQL, relational databases, and reporting tools. Proven ability to troubleshoot complex application and data-related issues. Strong communication skills with the ability to support both technical and non-technical users. Experience working with ticketing systems.

Preferred Qualifications

Yardi certification(s). Experience with Yardi API, ETL processes, or system integrations. Knowledge of financial reporting, GL, AP, AR, and budgeting within Yardi. Experience supporting, residential, or affordable housing portfolios. Familiarity with cloud-based application support and SaaS environments.

Special Requirements

• Must possess a valid driver’s license
• Subject to a background check and reference verification prior to hire.
• Must maintain confidentiality and adhere to NRHA’s code of conduct and ethics policies.

Knowledge, Skills, & Abilities

• Analytical and problem-solving mindset
• Strong attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Customer-focused approach
• Strong documentation and organizational skills
• Demonstrates strong functional and technical knowledge of Yardi modules.
• Independently resolves complex issues without escalation.
• Maintains current knowledge of Yardi releases and features.
• Achieves or maintains Yardi certification(s), where applicable.

Physical Requirements

Work is primarily performed in an office environment with routine use of standard office equipment. Occasional travel between organizational sites and external meetings may be required. The employee is frequently required to sit, talk, see, and hear, and is occasionally required to stand and walk. The employee may occasionally be required to lift and/or move items weighing up to 25 pounds.

Drug Free Workplace: NRHA maintains a drug free workplace.

VRS Contribution: All full-time employees are required to contribute 5% of annual salary toward their retirement account; in accordance with VRS retirement provisions. This will be handled through a pre-tax payroll deduction.

The Norfolk Redevelopment and Housing Authority is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable federal, state, or local law. We value diversity and encourage individuals from all backgrounds to apply.