[Hiring] IT EMR Support Specialist @Parasol Alliance

Role Description

The IT/EMR Support Specialist supports Parasol Alliance clients with their enterprise business systems, focusing on EMRs by 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 and 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.

Qualifications

• 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).
• Ability to learn and analyze unfamiliar business systems quickly.
• Ability to evaluate vendor solutions and make clear recommendations.
• Strong analytical ability.
• Ability to troubleshoot complex business system issues.
• Capability to perform requirements analysis, process improvement recommendations, and system optimization assessments.
• Comfortable providing constructive criticism.
• Excellent written and verbal communication skills.
• Highly self-motivated and self-structured.
• Experience with senior living business systems such as PointClickCare, MatrixCare, Yardi, or similar platforms.

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.

Benefits

• Work from home.
• Responsible time off.
• Bonus opportunities.

Position Expectations

Within the first 30 days:

• Complete all required onboarding training and review The Culture File.
• Develop a foundational understanding of the ticket process.
• Begin attending BA team meetings and one-on-ones.
• Demonstrate a positive attitude, professionalism, and strong teamwork.
• Understand core Business Systems Analyst functions.

Within the first 60 days:

• Independently address assigned tickets and project tasks.
• Demonstrate proactive communication with Project Managers.
• Maintain consistent updates and documentation.
• Begin achieving a resolution SLA of 90% or higher.
• Demonstrate increasing system knowledge.

Within the first 90 days:

• Consistently achieve a resolution SLA of 90% or higher.
• Maintain a minimum of 30 billable hours per applicable period.
• Demonstrate the ability to independently learn new client systems.
• Receive consistently positive client and staff feedback.

Position Metrics

• Resolution SLA of 90% or higher maintained on an ongoing quarterly basis.
• Minimum of 30 billable hours per applicable period.
• All project tasks addressed within assigned due dates.
• Consistent, detailed updates and documentation maintained.
• Positive client and internal feedback regarding professionalism.
• At least one Business Systems Analyst monitoring the BA Slack channel during all business hours.

Company Culture

We are an IT company that believes technology support should be directly related to your business success. We intertwine the knowledge economy with technology to transform and interconnect our expertise with your company.

• Expertise
• Collaboration
• Empathy
• Integrity

If you want to work for a values-driven, high-performance company and experience an exciting opportunity to help grow a company, then this is the job for you.