IT EMR Support Specialist

The IT/EMR Support Specialist supports Parasol Alliance clients with their enterprise business systems, with a focus on EMRs-providing analysis, implementation, optimization, troubleshooting, and resolution of system-related issues. A business system is defined as any vendor-provided system outside of core IT infrastructure (e.g., email, printers, Active Directory, phones) including electronic medical records, HRIS, payroll, dining, scheduling, financial, CRM, and other client-specific platforms.

The IT/EMR Support Specialist is responsible for analyzing all client systems — determining the best course of action for usage, support, implementation, and improvement. Support is delivered primarily through tickets and projects, and the Business Systems Analyst is expected to work on both in a timely, organized, and client-service-oriented manner.

Position Mission

The IT/EMR Support Specialist position is responsible for the full scope of client business system support across the Business Systems Analysis team, including break/fix ticket resolution, requirements analysis, project implementation and optimization, process improvement recommendations, vendor review and selection support, client communications, training, and collaborative team problem solving. The Business Systems Analyst partners with Project Managers, the BA team, and client stakeholders to deliver high-quality, timely outcomes.

Responsibilities

• Supports clients on break/fix tickets, system implementations, optimizations, and process improvement initiatives.

• Analyzes client enterprise business systems — including EMR, HRIS, payroll, dining, scheduling, financials, and CRM platforms — and determines the best course of action for support or implementation.

• Reviews vendors and evaluates solutions to identify the best fit for client needs.

• Works on both projects and tickets concurrently, maintaining timely progress and proactive communication with Project Managers.

• Provides training for new hires and mentoring support upon management request.

• Monitors the BA Slack channel and participates in team meetings and one-on-ones.

• Contribute to business system analysis, implementation and optimization projects, completing assigned tasks within established timelines and maintaining proactive communication with Project Managers.

• Maintain clear, timely, and professional communication with clients, team members, and Project Managers — contributing to a collaborative, solution-focused BA team environment.

• Contribute to the professional development of the BA team and new hires through knowledge sharing, training, and mentoring.

• Operates in a fully remote work environment.

• Participates in an on-call rotation.

Requirements

• Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field preferred.

• Equivalent combination of relevant technical experience and demonstrated business system analysis skills will be considered.

• High school diploma or equivalent required.

• Relevant certifications in business systems, IT, or related platforms are a plus.

• Working knowledge of enterprise business systems relevant to the senior living industry, including EMR, HRIS, payroll, dining, scheduling, financial, and CRM platforms.

• Foundational understanding of systems supported by the Service Desk (email, networking, Active Directory, endpoints) to provide informed cross-functional support.

• Ability to learn and analyze unfamiliar business systems quickly, identifying the best path forward for clients with limited prior knowledge of the system.

• Ability to evaluate vendor solutions and make clear, well-reasoned recommendations aligned with client needs and organizational standards.

• Strong analytical ability — reviews multiple approaches objectively and selects the best solution with clarity and sound judgment.

• Ability to troubleshoot complex business system issues, identify root causes, and implement effective resolutions.

• Capability to perform requirements analysis, process improvement recommendations, and system optimization assessments for client environments.

• Comfortable providing constructive criticism — professionally offering well-reasoned alternatives to client system decisions when a better option exists.

• Excellent written and verbal communication skills, with the ability to interact professionally with clients in project meetings, phone calls, and written correspondence.

• Highly self-motivated and self-structured with the ability to manage concurrent tickets and project tasks with minimal oversight.

• Experience with senior living business systems such as PointClickCare, MatrixCare, Yardi, or similar EMR/HRIS/dining platforms.

Additional Preferred Requirements

• Experience with CRM, financial, or scheduling platforms in a healthcare or senior living context.

• Familiarity with requirements analysis frameworks, process mapping, or business analysis methodologies.

• Experience in a managed services provider (MSP) environment strongly preferred.

• CBAP (Certified Business Analysis Professional) or equivalent business analysis certification a plus.

Position Expectations

Within the first 30 days:

• Complete all required onboarding training and review The Culture File with a focus on policies and procedures relevant to the role.

• Develop a foundational understanding of the ticket process and begin actively addressing assigned tickets with guidance from the team.

• Begin attending BA team meetings and one-on-ones, contributing positively to team discussions.

• Demonstrate a positive attitude, professionalism, and strong teamwork in all phone, meeting, and written interactions.

• Demonstrate an understanding of core Business Systems Analyst functions and the types of business systems supported.

Within the first 60 days:

• Independently address assigned tickets and project tasks within SLA guidelines and established due dates.

• Demonstrate proactive communication with Project Managers regarding project task timelines, flagging potential delays before they occur.

• Maintain consistent updates and documentation in all assigned tickets and project tasks.

• Begin achieving a resolution SLA of 90% or higher across assigned tickets.

• Demonstrate increasing system knowledge and the ability to analyze unfamiliar client business systems.

Within the first 90 days:

• Consistently achieve a resolution SLA of 90% or higher across all assigned tickets.

• Maintain a minimum of 30 billable hours per applicable period with accurate time records.

• Demonstrate the ability to independently learn new client systems and processes, identifying and recommending the best approach to optimization or implementation.

• Demonstrate solid understanding of core role functions and priorities going forward, including ticket management, project task delivery, and client communication standards.

• Receive consistently positive client and staff feedback regarding professionalism, technical quality, and collaborative approach.

Position Metrics:

The following metrics define ongoing performance expectations for this role:

• Resolution SLA of 90% or higher maintained on an ongoing quarterly basis.

• Minimum of 30 billable hours per applicable period with accurate time records.

• All project tasks addressed within assigned due dates, or proactive communication provided to the Project Manager prior to any missed deadline.

• Consistent, detailed updates and documentation maintained in all tickets and project tasks.

• Positive client and internal feedback regarding professionalism, communication, and technical quality.

• At least one Business Systems Analyst monitoring the BA Slack channel during all business hours.

Company Culture

We are an IT company but believe technology support should be directly related to your business success.  Technology for technology’s sake is not what we are about.  We intertwine the knowledge economy with technology to transform and interconnect our expertise with your company to expand the decision-making capabilities and ensure productivity and cost effectiveness.

Our Values:

• Expertise

• Collaboration

• Empathy

• Integrity

If you want to work for a values driven, high performance company and to experience an exciting opportunity to help grow a company then this is the job for you. We are looking for our team members to take ownership and pride in their work, and to provide input and guidance into not only the clients of Parasol but the growth of Parasol itself. We are a virtual company that offers work from home, responsible time off and bonus opportunities.