Tech Analyst II - EBA (Epic Cheers CRM)

Cincinnati Children's Hospital Medical Center; United States; Remote; USD 74,000 - 95,000; Full time

Job summary

A leading pediatric healthcare institution in the United States is seeking a talented individual to join their Enterprise Business Applications team. This role focuses on analyzing, designing, and implementing complex CRM systems while collaborating with cross-functional teams to enhance patient engagement. The ideal candidate will have a background in Epic Cheers CRM and a commitment to improving healthcare technology. This is a full-time remote position with competitive pay and benefits.

Benefits

Medical coverage starting day one

Competitive retirement plans

Tuition reimbursement

Comprehensive employee discount programs

Wellness programs

Qualifications

• Minimum 2 years of work experience in a related job discipline.
• Certification in Epic Cheers CRM required within 6 months if not already certified.

Responsibilities

• Analyze and implement complex systems to improve operations.
• Support system testing and troubleshooting.
• Collaborate with cross-functional teams for system enhancements.

Skills

Epic Cheers CRM experience

Salesforce administration

Troubleshooting technical issues

Understanding of CRM workflows

Process improvement

Education

Bachelor’s degree

Job description

Overview

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.

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.


• Analysis, 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.

Qualifications

Required

• 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).

Preferred

• 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.

Details

Primary Location Remote

Schedule Full time

Shift Day (United States of America)

Department IS Digital Health

Employee Status Regular

FTE 1

Weekly Hours 40

*Expected Starting Pay Range Annualized pay may vary based on FTE status $74,297.60 - $94,744.00

Market Leading Benefits Including:

• Medical coverage starting day one of employment. View employee benefits here.


• 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

About Us

At Cincinnati Children’s, we come to work with one goal: to make children’s health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children’s.

Cincinnati Children's is:

• Recognized by U.S. News & World Report as a top 10 best Children's Hospitals in the nation for more than 15 years


• Consistently among the top 3 Children's Hospitals for National Institutes of Health (NIH) Funding


• Recognized as one of America’s Best Large Employers (2025), America’s Best Employers for New Grads (2025)


• One of the nation's America’s Most Innovative Companies as noted by Fortune


• Consistently certified as great place to work


• A Leading Disability Employer as noted by the National Organization on Disability


• Magnet designated for the fourth consecutive time by the American Nurses Credentialing Center (ANCC)

We Embrace Innovation—Together. We believe in empowering our teams with the tools that help us work smarter and care better. That’s why we support the responsible use of artificial intelligence. By encouraging innovation, we’re creating space for new ideas, better outcomes, and a stronger future—for all of us.

Comprehensive job description provided upon request.

Cincinnati Children’s is proud to be an Equal Opportunity Employer committed to creating an environment of dignity and respect for all our employees, patients, and families. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, genetic information, national origin, sexual orientation, gender identity, disability or protected veteran status. EEO/Veteran/Disability