HCS Apps Systems Analyst
Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina. Summary: - Provides technical and operational support for the Epic Cheers Call Management application and associated tools that enable contact center and access services across the health system. This role focuses on supporting both existing and new users, resolving issues, optimizing workflows, and driving adoption. Additionally, the position supports the introduction and ongoing enhancement of new digital engagement capabilities, including Emmie (Virtual Assistant and Live Chat), to improve access, efficiency, and patient experience. Responsibilities: - Provides day-to-day support for Epic Cheers Call Management, assisting existing and new users with system functionality, issue resolution, and workflow optimization. - Ensures solutions align with enterprise standards and evolving business and technology requirements. - Develops and maintains clear, user-friendly documentation and training materials for Cheers Call Management and related tools, including Emmie Virtual Assistant and Live Chat. - Keeps documentation current to reflect system updates, enhancements, and new functionality. - Serves as a liaison between IT and operational teams (e.g., contact center, access services), ensuring effective use of Cheers capabilities. - Supports onboarding and training of new users and may lead or coordinate implementations of new features or services such as Emmie. - Identifies opportunities to enhance call management workflows and digital engagement solutions. - Participates in defining system scope, requirements, and solutions; designs, tests, and implements system updates, integrations, and enhancements, including those supporting virtual assistant and chat capabilities. - Communicates regularly with stakeholders on system performance, user support trends, project progress, and the rollout or optimization of new services such as Emmie Virtual Assistant and Live Chat. Preferred skills: - 2+ 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 a detail-oriented mindset. - Demonstrated 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 and/or Nurse Triage (or similar Epic modules) - Other Information Education Requirements: - Bachelor’s degree in