Application Analyst

We are looking for an Application Analyst – CRM to support, configure, and optimize Epic's CRM and patient communication solutions for one of our biggest Customer. This role is responsible for analyzing business needs, configuring Epic applications, troubleshooting issues, coordinating with cross-functional teams, and delivering solutions that improve patient engagement and operational efficiency. The ideal candidate is analytical, customer-focused, eager to learn, and enjoys collaborating with both technical and non-technical stakeholders.

About the Role

The Application Analyst will primarily support the Clinical Communications ecosystem, including:

• Epic CRM (Cheers)
• MyChart
• Care Everywhere

Responsibilities

• Configure and maintain Epic CRM (Cheers) and related patient communication applications.
• Analyze incoming requests, incidents, and enhancement tickets to determine the best solution.
• Collaborate with Product Owners, Project Managers, Epic Technical Services, business users, and other analysts.
• Participate in requirements gathering, design discussions, and project planning meetings.
• Perform application configuration following Epic best practices and organizational standards.
• Support implementations, upgrades, optimization initiatives, and system enhancements.
• Execute testing, validation, and post-deployment monitoring.
• Document configurations, workflows, technical decisions, and support procedures.
• Investigate production issues and coordinate resolution with internal teams and Epic.
• Ensure high-quality customer support while maintaining system stability and performance.
• Continuously identify opportunities to improve workflows and business processes.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Health Informatics, Healthcare Administration, or a related field.
• Experience supporting enterprise software applications or healthcare information systems.
• Strong analytical and problem-solving skills.
• Ability to quickly learn new applications and business workflows.
• Experience working with ticket management systems.
• Experience documenting technical processes and system configurations.
• Strong written and verbal communication skills in English.
• Ability to manage multiple priorities in a collaborative environment.

Required Skills

• Application Configuration
• Incident & Problem Management
• Requirements Analysis
• Workflow Analysis
• Software Testing & Validation
• Documentation
• Jira
• Confluence
• Microsoft Office Suite

Preferred Skills

• Epic Cheers Certification (preferred or willingness to obtain certification).
• Experience with Epic applications.
• Knowledge of CRM platforms or patient engagement solutions.
• Experience with Jira and Confluence.
• Experience supporting application implementations or upgrades.
• Basic understanding of the U.S. healthcare industry and clinical workflows.

Successful candidates are able to:

• Build strong relationships with technical and business stakeholders.
• Translate business needs into scalable application solutions.
• Troubleshoot complex issues using a structured analytical approach.
• Configure applications following best practices and organizational standards.
• Deliver high-quality solutions while managing multiple priorities.
• Continuously improve workflows that enhance patient communication and engagement.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.