HCS Apps Systems Analyst - Epic Cheers

UNC Health • Morrisville, NC

1d • Remote

About The Position

The HCS Apps Systems Analyst provides technical and operational support for the Epic Cheers Call Management application and associated tools used by contact center and access services across the health system. The role supports current and new users, resolves issues, optimizes workflows, and encourages adoption. It also supports the introduction and ongoing enhancement of digital engagement capabilities, including Emmie Virtual Assistant and Live Chat, to improve access, efficiency, and patient experience.

The analyst works with IT and operational teams to ensure solutions align with enterprise standards and business and technology requirements. The role develops and maintains user-friendly documentation and training materials, supports onboarding, and may lead or coordinate implementations of new features or services. It also contributes to defining system scope, requirements, and solutions, and designs, tests, and implements updates, integrations, and enhancements. The position communicates with stakeholders about system performance, support trends, project progress, and service rollouts or optimization.

Requirements

• Bachelor’s degree in Computer Science, Information Systems Management, or a related field, or an equivalent combination of education, training, and experience.
• With a bachelor’s degree, two years of IT systems and/or operational experience; with an associate’s degree, four years; or with a high school diploma or GED, six years.
• Excellent analytical and communication skills.
• Ability to work well in a team environment.
• Demonstrated ability to manage multiple tasks simultaneously.
• Highly responsive to internal customers.

Nice To Haves

• Two or more years of hands-on Epic experience, preferably with Epic Cheers Call Management, Nurse Triage, or other key Epic modules.
• Proven ability to analyze requirements and build Epic workflows.
• Strong analytical, documentation, and organizational skills with attention to detail.
• Ability to manage multiple projects in a fast-paced environment and communicate effectively across business and technical teams.
• Epic certification or accreditation in Epic Cheers Call Management, Nurse Triage, or similar Epic modules.

Responsibilities

• Provide day-to-day support for Epic Cheers Call Management, helping existing and new users with functionality, issue resolution, and workflow optimization.
• Ensure solutions align with enterprise standards and evolving business and technology requirements.
• Develop and maintain documentation and training materials for Cheers Call Management and related tools, including Emmie Virtual Assistant and Live Chat; keep materials current as systems change.
• Serve as a liaison between IT and operational teams, including contact center and access services.
• Support onboarding and training of new users and, as appropriate, lead or coordinate implementations of features or services such as Emmie.
• Identify opportunities to improve call management workflows and digital engagement solutions.
• Participate in defining system scope, requirements, and solutions.
• Design, test, and implement system updates, integrations, and enhancements, including those supporting virtual assistant and chat capabilities.
• Communicate with stakeholders about system performance, user support trends, project progress, and the rollout or optimization of services such as Emmie Virtual Assistant and Live Chat.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level