IT EMR Support Specialist

Parasol Alliance•Remote (IL, US), IL

11d•$75,000 - $78,000•Remote

About The Position

The IT/EMR Support Specialist supports Parasol Alliance clients with enterprise business systems, with a focus on electronic medical records (EMRs). The role analyzes, implements, optimizes, troubleshoots, and resolves system-related issues across vendor-provided platforms outside core IT infrastructure, including EMR, HRIS, payroll, dining, scheduling, financial, CRM, and other client-specific systems. Support is delivered primarily through tickets and projects, which the specialist is expected to manage in a timely, organized, and client-service-oriented manner. The position covers 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 problem solving. The specialist partners with Project Managers, the BA team, and client stakeholders to deliver high-quality, timely outcomes. The position operates in a fully remote environment and participates in an on-call rotation. Within the first 30 days, the specialist is expected to complete onboarding, learn the ticket process and supported systems, begin addressing assigned tickets with guidance, and participate in BA meetings and one-on-ones. Within 60 days, the specialist is expected to independently address assigned tickets and project tasks within guidelines and due dates, maintain updates and documentation, communicate proactively with Project Managers, and begin achieving a resolution SLA of 90% or higher. Within 90 days, the specialist is expected to consistently achieve that SLA, maintain at least 30 billable hours per applicable period with accurate time records, independently learn new client systems and processes, and receive positive feedback regarding professionalism, technical quality, and collaboration. Ongoing expectations include maintaining the 90% resolution SLA, meeting project due dates or communicating about risks in advance, keeping ticket and project records updated, and contributing to positive client and internal feedback. Parasol Alliance describes itself as a virtual, values-driven IT company focused on connecting technology support to clients’ business success. Its stated values are expertise, collaboration, empathy, and integrity. The company says it offers work from home, responsible time off, and bonus opportunities.

Requirements

High school diploma or equivalent required.
A bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field is preferred; an equivalent combination of relevant technical experience and demonstrated business system analysis skills will be considered.
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, including email, networking, Active Directory, and endpoints.
Ability to learn and analyze unfamiliar business systems quickly and identify a suitable path forward for clients.
Ability to evaluate vendor solutions and make clear, well-reasoned recommendations aligned with client needs and organizational standards.
Strong analytical ability to objectively review multiple approaches and select a solution with sound judgment.
Ability to troubleshoot complex business system issues, identify root causes, and implement effective resolutions.
Ability to perform requirements analysis, recommend process improvements, and assess system optimization opportunities.
Comfort providing constructive criticism and professionally offering alternatives when appropriate.
Excellent written and verbal communication skills for client meetings, phone calls, and correspondence.
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, or dining platforms.
Ability to meet the role's performance expectations, including a 90% or higher ticket resolution SLA, assigned project deadlines, accurate time records, and a minimum of 30 billable hours per applicable period.

Nice To Haves

Relevant certifications in business systems, IT, or related platforms.
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.
CBAP (Certified Business Analysis Professional) or an equivalent business analysis certification.

Responsibilities

Support clients with break/fix tickets, system implementations, optimizations, and process improvement initiatives.
Analyze client enterprise business systems, including EMR, HRIS, payroll, dining, scheduling, financial, and CRM platforms, and determine appropriate support or implementation approaches.
Review vendors and evaluate solutions to identify the best fit for client needs.
Manage tickets and project tasks concurrently, maintaining timely progress and proactively communicating with Project Managers.
Contribute to business system analysis, implementation, and optimization projects, completing assigned tasks within established timelines.
Provide training for new hires and mentoring support upon management request.
Monitor the BA Slack channel and participate in team meetings and one-on-ones.
Communicate clearly, promptly, and professionally with clients, team members, and Project Managers.
Contribute to BA team professional development through knowledge sharing, training, and mentoring.
Participate in an on-call rotation.
Maintain ticket and project documentation and updates, meet resolution SLA expectations, and accurately record billable time.