FactSet ยท 2 hours ago
Support Lead, Portfolio Management Systems
Utica-Rome Area
Full-time
Hybrid
Senior Level, Lead/Staff
$160K/yr - $180K/yr
9+ years expFactSet creates flexible, open data and software solutions for over 200,000 investment professionals worldwide. The Support Lead for Portfolio Management Systems will drive strategic improvements, oversee onboarding processes, and provide technical support solutions while mentoring junior team members.
AnalyticsFinanceFinancial ExchangesFinancial ServicesInsurTechSoftware
Responsibilities
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
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
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
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
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
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
Qualification
Required
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
Preferred
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
Company
FactSet
FactSet is a financial research company that offers risk analytics tools and data for institutional investors.
10001+ employees
H1B Sponsorship
FactSet has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (44)
2024 (25)
2023 (56)
2022 (86)
2021 (76)
2020 (79)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-06-28IPO
Leadership Team
Kate Stepp
Chief Technology Officer
Helen Shan
EVP and Chief Financial Officer
Recent News
2025-12-20
2025-12-19
2025-12-18
Company data provided by crunchbase