Tech Analyst II - Epic Cheers CRM

Cincinnati Children's Hospital Medical Center • Cincinnati, OH

83d • $74,297 - $94,744 • Remote

About The Position

Consistently ranked among the nation's top pediatric hospitals, Cincinnati Children's is powered by innovation, compassion, and an unwavering commitment to improving the lives of children and families. Technology is central to that mission, ensuring seamless and impactful connections between patients, families, providers, and staff. As a member of our Enterprise Business Applications team, you will work at the intersection of Epic Cheers and Salesforce CRMs, shaping how the medical center engages and communicates with the communities we serve. In this role, your contributions will directly support marketing, development, and clinical operations by reducing backlogs, streamlining workflows, and enhancing the overall patient experience. At Cincinnati Children's, you won't simply maintain systems - you'll help build the future of healthcare technology.

Requirements

• Bachelor's degree OR equivalent combination of education and experience.
• Minimum 2 years of work experience in a related job discipline.
• Epic Cheers CRM experience and certification (Certification required within 6 months if not already certified).

Nice To Haves

• Salesforce administration, configuration, or support experience.
• Strong understanding of CRM workflows in healthcare, marketing, and patient engagement.
• Familiarity with project management methodologies (Agile, Waterfall).
• Proven ability to troubleshoot, analyze, and resolve complex technical issues.
• Background in process improvement and system optimization within healthcare IT.

Responsibilities

• Analyze, design, support, maintain, enhance, and implement moderately complex systems that improve business operations and employee experience.
• Identify resources needed to complete small projects and collaborate with Business Systems Analysts.
• Support production environments, application configuration, and enhancements of low to moderate complexity.
• Partner with cross-functional teams across the organization.
• Analyze, design, implement, and maintain low to moderately complex systems using business and administrative applications development tools.
• Support system testing and document outcomes.
• Participate in technical and code reviews.
• Design, write, and prepare complete user and technical documentation.
• Follow development lifecycle processes and documentation standards.
• Provide technical support and problem resolution assistance for production and process issues.
• Troubleshoot and decipher error messages; identify resources needed to resolve issues.
• Use appropriate change control methods to implement system solutions.
• Act as liaison between Cincinnati Children's departments and Information Services.
• Monitor and evaluate system performance and functionality to avoid issues and prepare for future development needs.
• Follow departmental on-call procedures and Service Level Agreements (SLAs).
• Deliver outstanding end-user support, ensuring adherence to SLAs.
• Collaborate across teams to provide customer-centered incident management and support.
• Promote adoption of change management policies and procedures.
• Model excellent customer service behaviors, including timely follow-up and resolution.
• Expand knowledge and professional skills through cross-training, literature, departmental meetings, and vendor education.
• Develop and maintain positive relationships internally and externally.
• Motivate and encourage teamwork while fostering a positive environment.
• Develop and deliver oral and written presentations, training sessions, and instructional seminars.
• Build expertise across several Cincinnati Children's computer-based systems.

Benefits

• Medical coverage starting day one of employment.
• Competitive retirement plans.
• Tuition reimbursement for continuing education.
• Expansive employee discount programs through our many community partners.
• Shift Differential, Weekend Differential, and Weekend Option Pay Programs for qualified positions.
• Support through Employee Resource Groups such as African American Professionals Advisory Council, Asian Cultural and Professional Group, EQUAL - LGBTQA Resource Group, Juntos - Hispanic/Latin Resource Group, Veterans and Military Family Advocacy Network, and Young Professionals (YP) Resource Group.
• Physical and mental health wellness programs.
• Relocation assistance available for qualified positions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree