Position: Business Systems Analyst
Reports to: Manager of Business Systems
The business systems analyst will be responsible for day to day business systems support of Parasol's clients as well as responsible for implementing applications projects such as business system process re-engineering, documentation and staff training as determined by each client's project roadmap. Additionally, this position will have strategic input into each client's optimal business systems design and performance. This is a mostly remote position with some onsite time to our client locations in Chicago and Wisconsin as needed by project.
Position Mission The Business Analyst position is responsible and accountable for supporting and maintaining the various business systems used by Parasol clients. This position is responsible for contributing to business system projects, ensuring solutions are implemented per client specifications and in-line with vendor and industry best practices.
Responsibilities - Manage ticket support and resolution for client business systems such as electronic medical records (EMR), Human Resources and Payroll (HRIS), Financial systems, Marketing systems, and other enterprise applications.
- Complete project task work as required by client projects, including documentation, training, vendor selection support, workflow analysis, requirements analysis and cost analysis.
- Collaborate with internal teams and client stakeholders to ensure project milestones are met on time and within scope.
- Coordinate vendor management and contact as required to resolve tickets and escalations in a timely manner.
- Maintain detailed documentation within service tickets, including issue steps, troubleshooting actions taken, and final resolution.
- Communicate project status, risks and issues proactively to the Manager of Business Systems and relevant client contacts.
- Document in each client environment in the Autotask knowledgebase, maintaining accuracy and completeness as environments evolve.
- Develop and maintain project documentation to support knowledge transfer, continuity, and client satisfaction.
- Make recommendations to optimize and best utilize client environment applications, identifying opportunities for efficiency and improved adoption.
Requirements - Minimum of three (3) years of business analyst support experience in an enterprise environment is required.
- Healthcare experience preferred; long-term healthcare support experience is a strong plus.
- Excellent customer service via phone, email and in person
- Demonstrated experience working with multiple enterprise systems such as EMR, HRIS, financial, and marketing platforms.
- MyUnity, MatrixCare or PointClickCare experience a plus.
- Experience in client-facing or customer service roles with a history of professional, high quality support delivery.
- Strong analytical and problem-solving skills with a detail-oriented approach to issue resolution
- Exceptional written and verbal communication skills, with the ability to translate technical concepts for non-technical stakeholders
- High degree of self-motivation and self-structure; ability to manage competing priorities independently
- Strong organizational and time management skills in a fast-paced, multi-client environment
- Collaborative team player who also demonstrates the ability to drive work forward independently
- Some infrequent travel required.
- Experience in the senior living, long-term care, or healthcare IT sector strongly preferred
- Managed Services Provider (MSP) environment experience preferred
- Familiarity with HIPAA and healthcare data privacy requirements
- Industry-recognized certifications in relevant business systems or IT service management preferred
Additional Preferred Requirements Position Expectations Within the first 30 days the Business Analyst will be accountable for:
- Begin learning and adhering to established policies and standards as defined in The Culture File.
- Demonstrate early familiarity with Parasol-provided tools including Autotask, IT Glue, Slack, and other business systems platforms.
- Learn and begin following departmental policies and procedures for ticket handling, documentation, and client communication.
- Receive positive feedback from clients and team members regarding professionalism, responsiveness, and communication.
- Demonstrate a working understanding of at least one client business system environment.
- Demonstrating competency in role responsibilities based on the above metrics while balancing a ticket load of 10-15 tickets.
Within the first 60 days the Business Analyst will be accountable for:
- Demonstrating competency in role responsibilities based on the above metrics while managing 15-20 tickets in addition to a project load of 1-5 tasks.
- Independently manage a ticket queue across assigned client business systems with limited oversight.
- Demonstrate proficiency in documentation standards within Autotask service tickets and the knowledgebase.
- Begin contributing to active client projects with defined task ownership.
- Establish effective working relationships with assigned client vendors and contacts.
- Consistently receive positive feedback from clients and internal staff regarding professionalism and support quality.
- Begin taking on call shifts on a rotating basis among your team.
- Adhere to change management policy and process.
- Demonstrate advanced competency in troubleshooting Business systems:
- Troubleshoot and address EMR configuration issues- including engaging the system vendors for support.
- Ability to train end users on common issues:
- Resident selection and demographics setup
- Admissions process
- Common reports
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.
