Support Analyst, Portfolio Managment Systems
at FactSet
Posted 17 hours ago
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- Compensation
- Not specified
- City
- Hong Kong
- Country
- China
Currency: Not specified
Join FactSet's Portfolio Management Systems (PMS) Support pillar, focusing on onboarding and ongoing support for hedge funds and asset managers. You will implement and maintain onboarding workflows, engage with external counterparties, and act as a reliable technical advisor to clients. The role involves providing hands-on technical support across trading, trade lifecycle, P&L, and reporting, with data-driven analysis to identify trends and drive improvements. Collaborate with QA, Development, and Product teams to test releases, document system changes, and optimize tooling to enhance client satisfaction.
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.
Join our Portfolio Management Systems (PMS) Support pillar, where you’ll play a key role in the onboarding and support of hedge funds and asset managers. You will implement and maintain workflows for onboarding, engage with external counterparties and act as a reliable technical advisor to clients.
What You'll Do
- Technical Support & Resolution: Provide hands-on technical support for PMS users. Investigate and resolve complex challenges across trading, trade lifecycle, P&L, and reporting, serving as a primary point of contact before escalating to development or senior stakeholders.
- Process Execution & Analysis: Execute established frameworks for technical issue triage and root cause analysis. Use data-driven insights to identify trends and suggest improvements to increase operational efficiency for the team.
- Client & Broker Engagement: Build positive relationships with clients, external counterparties, and internal partners. Ensure smooth onboarding experiences and provide timely, high-quality support responses; assist in managing client communications during critical incidents.
- System Documentation & Compliance: Maintain accurate system documentation and provide feedback for the product roadmap based on user needs.
- Collaboration & Feedback: Work closely with QA, Development, and Product teams. Provide detailed feedback on feature enhancements and help test major releases. Participate in knowledge-sharing sessions to improve team capabilities.
- Tooling & Optimization: Utilize and configure support tools (e.g., monitoring solutions, automation scripts) to enhance workflow efficiency and advocate for client needs within the product development cycle.
What We're Looking For
Required Skills
- Bachelor’s degree required, ideally in Computer Science, Information Technology, Mathematics, or a related discipline.
- 3–5 years of relevant experience in technical support, application support, or systems analysis within financial services. Familiarity with portfolio management systems or trading platforms is highly preferred.
- Understanding of financial industry, products and experience adhering to operational controls.
Desired Skills
- Strong proficiency in Python, scripting, and data analysis; experience working with cloud platforms (AWS is a plus) and troubleshooting technical issues.
- Strong interpersonal and communication skills, with the ability to explain technical details to non-technical stakeholders.
- A collaborative mindset with a willingness to share knowledge and help onboard new team members.
- Familiarity with client support platforms (e.g., Zendesk, Jira); experience utilizing helpdesk workflows.
- Solid understanding of financial markets, instruments, and the trade lifecycle; ability to prioritize issues based on business impact.
Company Overview:
FactSet (NYSE:FDS | NASDAQ:FDS) helps the financial community to see more, think bigger, and work better. Our digital platform and enterprise solutions deliver financial data, analytics, and open technology to more than 8,200 global clients, including over 200,000 individual users. Clients across the buy-side and sell-side, as well as wealth managers, private equity firms, and corporations, achieve more every day with our comprehensive and connected content, flexible next-generation workflow solutions, and client-centric specialized support. As a member of the S&P 500, we are committed to sustainable growth and have been recognized among the Best Places to Work in 2023 by Glassdoor as a Glassdoor Employees’ Choice Award winner. Learn more at www.factset.com and follow us on X and LinkedIn.
At FactSet, we celebrate difference of thought, experience, and perspective. Qualified applicants will be considered for employment without regard to characteristics protected by law.
