Financial Systems Support

PURPOSE OF THE ROLE

We are seeking a Financial Systems Support to provide day-to-day support across multiple businesses and play a key role in the migration, implementation, and ongoing administration of financial systems, with a particular focus on Xero.

This is a hands-on support role suited to an individual who combines strong organisational and customer service skills with a sound understanding of finance, bookkeeping, accounting processes, and cloud-based financial systems.

The successful candidate will act as a primary point of contact for users, helping to resolve system queries, maintain accurate financial data, support business migrations to Xero, and drive continuous improvement in financial systems and processes.

KEY RESPONSIBILITIES

Xero Migration & Implementation

• Support the migration of multiple companies onto Xero.
• Assist with the setup of new Xero organisations, including user access, permissions, and financial configurations.
• Support the migration and validation of financial data, including customers, suppliers, invoices, balances, and historical transactions.
• Collaborate with finance teams, accountants, and business stakeholders to ensure migrations are completed accurately and within agreed timescales.
• Investigate and resolve data discrepancies identified during migration activities.
• Assist with the configuration of chart of accounts, VAT settings, bank feeds, tracking categories, and other Xero functionality.
• Maintain migration plans, checklists, and supporting documentation.
• Provide post-implementation support and user guidance to ensure successful adoption of the system.

Systems Support

• Act as the first point of contact for Xero and financial systems support across multiple businesses.
• Respond to support requests via email, telephone, and ticketing systems in line with SLA’s.
• Troubleshoot issues and provide practical, user-focused solutions.
• Escalate complex technical or accounting issues to the appropriate subject matter experts.
• Communicate effectively with users regarding issue status, progress, and resolution timelines.
• Maintain accurate records of support requests, resolutions, and recurring issues.
• Identify opportunities to improve processes, enhance user experience, and reduce repeat incidents.

Finance & Accounting Support

• Provide support and guidance on bookkeeping and accounting processes within supported systems.
• Assist users with invoicing, supplier bills, bank reconciliations, payments, expenses, and reporting.
• Investigate discrepancies between financial system data and supporting records.
• Perform basic financial data checks, reconciliations, and validation activities.
• Work collaboratively with finance teams and external accountants to resolve issues.
• Understand and communicate the impact of system changes and data updates on financial reporting and operational processes.

Multi-Company Support

• Support a portfolio of businesses and brands, each with unique operational requirements.
• Develop and maintain an understanding of each company's financial systems landscape and processes.
• Effectively manage competing priorities while ensuring service levels are maintained.
• Create and maintain clear documentation for supported businesses and processes.
• Promote consistent best practices while recognising and accommodating business-specific requirements.

EXPERIENCE:

Essential Experience

• Experience in a finance, bookkeeping, accounting, finance administration, or financial systems environment.
• Practical experience using Xero.
• Experience providing customer support, helpdesk support, or systems support.
• Good understanding of accounting principles and business processes.

Desirable Experience

• Xero migration or implementation experience.
• Xero Advisor Certification.
• Experience supporting multiple Xero organisations.
• Bookkeeping and month-end processing experience.
• Experience with other financial systems and software integrations.
• Experience working within a helpdesk, service desk, or shared services environment.
• Experience documenting processes and creating user guides.
• Experience supporting non-finance users.

SKILLS / KNOWLEDGE:

• Strong organisational skills with the ability to manage multiple priorities and stakeholders.
• Excellent problem-solving and investigative skills.
• Ability to work independently while recognising when escalation is required.
• Strong Microsoft Excel Sheets skills.
• Ability to analyse financial data and identify inconsistencies.
• Strong written and verbal communication skills.
• Ability to explain technical or financial concepts in a clear and understandable manner.

ATTRIBUTES

• Highly organised with strong attention to detail and a methodical approach.
• Customer-focused with a genuine desire to help users and improve their experience.
• Excellent communication and relationship-building skills.
• Continuous learner with a willingness to adopt new systems and technologies.
• Coaching mindset, able to support users with varying levels of financial and technical knowledge.
• Commercially aware with an understanding of the importance of financial systems in business performance.
• Proactive in identifying issues and opportunities for improvement.
• Takes ownership and accountability, following tasks through to completion.
• Adaptable and resilient in a fast-paced, multi-business environment.

Brand:

Neighbourly - GBR Shared Services