We are looking for an Application Analyst – CRM (Cheers) to support, configure, and optimize the team's CRM and patient communication solutions. This role is responsible for analyzing business needs, configuring 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.

• Configure and maintain 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, Technical Services, business users, and other analysts.
• Participate in requirements gathering, design discussions, and project planning meetings.
• Perform application configuration following 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.
• Ensure high-quality customer support while maintaining system stability and performance.
• Continuously identify opportunities to improve workflows and business processes.
• Review and analyze incoming tickets.
• Coordinate with business stakeholders to understand requirements.
• Perform internal research and root cause analysis.
• Recommend and validate the appropriate solution.
• Configure changes.
• Create and manage documentation.
• Test the solution before deployment.
• Monitor the implementation and provide post-production support.
• The analyst will primarily support the Clinical Communications ecosystem, including:
• CRM (Cheers)
• MyChart
• Care Everywhere
• Hello World & Campaigns

• 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.