The Role
The Advice Technology Support Officer provides Xplan support, troubleshooting, and training to advisers. They enhance system use and improve operational workflows in a financial planning context.
Summary Generated by Built In
At 5 ELK, we’re looking for an XPLAN Expert to become the go-to person for system
support, process guidance, and best practice. You’ll work closely with Australian financial
advice businesses, helping advisers and support teams get the most from Xplan while
improving consistency, efficiency, and user experience.
This role is ideal for someone who enjoys solving problems, improving systems, and
supporting people just as much as technology.
What You’ll Be Doing
- Provide day-to-day support for Xplan, including user access, workflows, fee structures, and service agreement setup
- Troubleshoot system and process issues across adviser networks
- Perform User Acceptance Testing (UAT) for IRESS releases and related platforms
- Assess the impact of system changes and recommend rollout approaches
- Identify risks, issues, and opportunities to improve processes
- Create and share practical efficiency tips and best practice guidance
- Draft clear communications relating to system updates and enhancements
- Support adviser onboarding and offboarding, including system setup, workflows, and user guidance
- Maintain and improve process documentation, user guides, and knowledge resources
- Assist with pilot programs, template development, and ongoing system enhancements
Requirements
What We're Looking For
Essential
- Strong hands-on experience using Xplan within an Australian financial planning or
wealth management business
- Experience working with the IRESS platform
- A solid understanding of Australian financial planning practice operations
- Experience supporting advisers, advice practices, licensees, or adviser networks
- The ability to explain technical concepts clearly and support end users with
confidence
- Strong problem-solving skills and a continuous improvement mindset
- Excellent attention to detail and a commitment to accuracy
- Strong written and verbal English communication skills
- The ability to manage multiple priorities while staying organised and proactive
Nice to Have
- Experience supporting Australian financial planning firms from an offshore
environment
- Experience creating process documentation, training resources, or system guides
- Exposure to testing, system implementations, or software releases
Benefits
PERKS
- Competitive salary package
- HMO from Day 1 for you and one dependent
- Paid leave entitlements
- Day shift
- Fixed weekends off
- Christmas and New Year shutdown
- Ongoing training and exposure to Australian financial services
- Career development opportunities
- Fun team events and a positive, supportive culture
Skills Required
- Strong hands-on Xplan experience
- IRESS platform exposure
- Understanding of financial planning practice operations
- Ability to support systems and people
- Experience supporting adviser networks or licensees
- Prior experience assisting Australian firms
- Experience using accounting software (e.g. Xero, MYOB, QuickBooks)
- Strong attention to detail and commitment to accuracy
- Good written and spoken English communication skills
- Organised, proactive, and able to manage multiple tasks efficiently
- Willingness to learn and grow in an Australian accounting environment
Am I A Good Fit?
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The Company
What We Do
5 ELK is an outsourcing provider that offers remote staffing solutions, specializing in helping Australian and UK financial services businesses, such as financial advice firms, build and manage offshore teams for administrative and back-office tasks.
