Support Lead, Portfolio Management Systems

FactSet Research Systems Inc.•New York, NY

45d•$160,000 - $180,000•Hybrid

About The Position

FactSet creates flexible, open data and software solutions for over 200,000 investment professionals worldwide, providing instant access to financial data and analytics that investors use to make crucial decisions. At FactSet, our values are the foundation of everything we do. They express how we act and operate, serve as a compass in our decision-making, and play a big role in how we treat each other, our clients, and our communities. We believe that the best ideas can come from anyone, anywhere, at any time, and that curiosity is the key to anticipating our clients' needs and exceeding their expectations. Location: Hybrid - NYC Your Team's Impact Join our innovative Portfolio Management Systems (PMS) Support pillar, where you'll drive strategic improvements and lead the end-to-end onboarding of top-tier hedge funds and asset managers. You will architect and optimize workflows for mission-critical onboarding and trade execution, establish best practices for external broker engagement, and serve as a senior advisor to both internal teams and high-value clients. This hybrid leadership position empowers you to set direction for collaborative processes while driving operational excellence and mentoring junior team members. Help shape the next era of portfolio management at the forefront of the industry.

Requirements

Bachelor's degree required; Master's or other advanced qualifications strongly preferred, ideally in Computer Science, Information Technology, Mathematics, or a related discipline.
9+ years of progressive experience in technical support, solutions delivery, or systems analyst roles within financial services, with direct exposure to portfolio management systems, trading platforms, or related fintech infrastructure.
Advanced proficiency in Python, scripting, and data analysis; demonstrable experience architecting solutions on cloud platforms, with direct experience in AWS highly advantageous.
Proven track record implementing controls and ensuring ongoing adherence to financial industry regulations relating to system operations.
Outstanding interpersonal and stakeholder management skills, including experience leading client presentations, executive escalations, and cross-functional project teams.
Demonstrated ability to coach and develop junior members; experience leading team-wide professional development initiatives.
Advanced familiarity with client support platforms (e.g., Zendesk, Jira); experience designing or customizing helpdesk workflows a plus.
Deep understanding of financial markets, instruments, and portfolio management strategies; ability to translate technical support issues into business-impact terms for senior stakeholders.

Responsibilities

Strategic Technical Oversight: Lead the design, optimization, and delivery of robust technical support solutions for PMS users. Oversee the resolution of advanced technical challenges across trading, trade lifecycle, P&L, and reporting, acting as the highest point of escalation before engagement with development/implementation stakeholders.
Process Improvement: Design and implement scalable frameworks for technical issue triage, root cause analysis, and resolution, leveraging data-driven insights to drive continuous improvement and operational efficiency for the global team.
Client & Stakeholder Management: Forge and maintain strategic relationships with senior clients, external brokers, and internal partners. Act as a trusted advisor, ensuring seamless onboarding and premium client support experiences; directly manage executive-level communication in critical situations.
System Lifecycle Management: Own and ensure the rigor of system documentation, regulatory compliance, and periodic audits. Proactively anticipate future requirements, contribute to roadmap design, and champion best practices.
Leadership & Collaboration: Serve as liaison between support, QA, development, and product teams, providing proactive feedback on feature enhancements and major releases. Mentor and train junior analysts; lead knowledge-sharing and process improvement initiatives.
Innovation & Strategic Projects: Spearhead the evaluation and deployment of new technologies and support tools (e.g., automation, monitoring solutions), and actively influence the PMS product direction with client-driven insights.

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