• Work with internal teams, education organisation partners, education staff, external providers and external platform teams to understand operational needs in detail. • Map workflows, systems, handovers, data flows, permissions, reporting needs and dependencies. • Identify manual workarounds, duplication, missing information, inefficiencies and automation opportunities. • Engage with external providers and platform partners to understand capabilities, APIs, data models, documentation, technical requirements and limitations. • Analyse how data is captured, transformed, reported and used across operational workflows. • Translate findings into business requirements, functional requirements, data requirements, user stories, process maps, acceptance criteria and test cases. • Define how products, workflows and integrations should work, including roles, rules, data inputs, outputs, exceptions and edge cases. • Work with engineers throughout development to validate feasibility, clarify requirements, resolve ambiguity, assess trade-offs and adapt workflows or requirements where needed. • Support product discovery, platform evaluation, proof-of-concept work, pilot testing and stakeholder validation. • Test products, workflows, automations, data outputs and integrations before wider rollout. • Verify with stakeholders that delivered solutions satisfy the original requirements. • Maintain clear documentation of requirements, workflows, decisions, risks, feedback, changes and open questions.

Role Description We are looking for a Vendor Experience and Support Analyst to join the Sales Support team. This is a critical function focused on enabling sales success by removing barriers in the sales process. This team ensures that sales representatives can stay focused on selling and confidently guide customers through to policy binding. In this role, you will manage day-to-day vendor support operations while playing a key part in maintaining risk and compliance standards, supporting business controls, and driving operational efficiency. You will also contribute to projects, process improvements, and cross-functional initiatives that strengthen the overall sales support ecosystem. This is a highly visible role that requires strong organization, analytical thinking, and the ability to collaborate across multiple stakeholders in a fast-paced environment. What You’ll Do - Manage day-to-day vendor operations, including billing reconciliation, performance reporting, and system access provisioning/remediation - Coordinate meetings, monitor calls, and facilitate resolution of technology-related issues with appropriate teams - Support the implementation and oversight of risk and compliance initiatives, ensuring alignment with internal policies and regulatory requirements - Serve as a first line of defense by monitoring business controls and identifying risks or control gaps - Conduct business control self-assessments and support process governance and documentation efforts - Partner with Legal, Compliance, Internal Audit, and Risk teams to ensure proper adherence to frameworks and controls - Identify control failures, provide recommendations, and support remediation planning and execution - Assist with regulatory and litigation-related requests, ensuring proper documentation and response - Support process improvement initiatives and contribute to strengthening operational workflows - Analyze data and generate insights to improve reporting, vendor performance, and business decision-making - Collaborate with cross-functional stakeholders to support projects, programs, and ad-hoc initiatives - Create and present reports and materials to support leadership decision-making Qualifications - 3–5 years of experience in sales support, operations, risk/compliance, or related field - Bachelor’s degree in Business, Accounting, or a related field - Microsoft Excel (Advanced) - Power BI (Intermediate) - Microsoft PowerPoint (Intermediate) - Strong organizational skills and attention to detail - Experience with contract and SOW interpretation - Knowledge of risk and compliance management frameworks - Ability to support process improvement and documentation efforts - Experience in issue identification and remediation support - Strong reporting and analytics capabilities - Excellent communication skills and ability to collaborate across multiple stakeholders - Ability to manage multiple priorities and deliver results in a structured and timely manner - Experience supporting vendor management and operational processes Benefits - Comprehensive benefits package - Career development and training opportunities - Flexible work arrangements - Dynamic and inclusive work culture within a globally renowned group - Private Health Insurance - Pension Plan - Paid Time Off - Training & Development

Role Description Estamos em busca de um(a) Analista de Sustentação de Aplicações para atuar no suporte e manutenção de sistemas críticos do ambiente de mercado financeiro, garantindo estabilidade, performance e disponibilidade das aplicações utilizadas pelo time. A posição exige domínio técnico consolidado em plataformas de negociação e infraestrutura Windows/AWS, além de maturidade para atuar como referência técnica e apoiar o desenvolvimento de analistas juniores. - Realizar o suporte e sustentação de aplicações críticas, com foco em sistemas de mercado financeiro (Sinacor/B3, Secure Client, entre outros) - Diagnosticar e solucionar incidentes complexos relacionados a serviços Windows, garantindo a continuidade operacional - Analisar logs de eventos e sistema (Event Viewer/Windows Logs) para diagnóstico e resolução de problemas de maior criticidade - Atuar em ambientes AWS, apoiando na sustentação de infraestrutura em nuvem - Produzir e manter documentação técnica de processos, incidentes e soluções aplicadas - Atuar como referência técnica, compartilhando conhecimento e apoiando o desenvolvimento de analistas juniores - Boa comunicação, com maturidade para reportar status e alinhar expectativas com diferentes públicos, inclusive em momentos de pressão - Contribuir com a evolução de ferramentas de automação para otimização das rotinas de sustentação - Conduzir comunicação clara com stakeholders internos sobre status de incidentes e soluções, inclusive em situações de maior criticidade - Boa organização, com atenção à qualidade e consistência da documentação produzida Qualifications - Experiência sólida com Sinacor (B3) - Experiência com Secure Client - Experiência avançada em administração de Windows Server - Experiência com gerenciamento de Windows Services (start/stop de serviços) - Experiência em análise de Event Viewer e Windows Logs para diagnóstico de incidentes - Experiência com ambientes AWS - Conhecimento em redes (troubleshooting de conectividade, DNS, VPN) - Experiência com ferramentas de automação (ex: PowerShell, Ansible) - Conhecimento em ITIL / gestão de incidentes - Noções de banco de dados (SQL básico/intermediário) para troubleshooting - Experiência com ferramentas de monitoramento de aplicações - Familiaridade com uso de ferramentas de IA no dia a dia de trabalho Requirements - Experiência com sistemas INOA, Dattos ou Nettrader (diferencial) Benefits - Contratação CLT - 40h semanais com jornada flexível, executada de forma remota - Plano de Saúde e Odontológico SulAmérica extensivo a dependentes - Vale Alimentação/Refeição em cartão flexível Caju benefícios - Seguro de Vida - Auxílio Home-Office em cartão flexível Caju benefícios - Wellhub (Gympass) - Sesc – extensivo a dependentes, com acesso aos serviços em todo o Brasil - TotalPass - ília University: Universidade Corporativa com mais de 20 mil cursos disponíveis para desenvolvimento pessoal e profissional - Language Academy: Escola de idiomas para ílians - í-talks e Chapter: Momentos e cerimônias em que o time compartilha práticas, estudos, projetos e ideias - Plano de Saúde PET - Guapeco - Onhappy – benefício de viagem a lazer, com liberdade para você viajar com quem quiser - BYOD - Alugamos o seu notebook pessoal te pagando um valor mensal para que você o use - Seu Niver, seu bolo! - Seu Networking Vale Prêmio - Programa de premiação a indicação de novos funcionários

Role Description On behalf of FinTech Client #1, SD Solutions is looking for a talented Customer Support Engineer to step onto a fintech unicorn rocketship! - Deliver world-class support to customers and ensure their success post-sales - Provide specialized support on technical and product issues, including managing customer escalations - Lead and coordinate cross-functional efforts to resolve complex customer issues, collaborating with Customer Success, Product, and Engineering teams - Act as a customer advocate by surfacing product feedback to internal stakeholders to help shape the product roadmap - Create and contribute to knowledge base articles to support team scalability and self-service Qualifications - 2+ years of hands-on technical support experience at a SaaS company, with a focus on delivering support through email, live chat, and phone - Proven experience managing multiple tickets simultaneously while maintaining high service quality (CSAT) - AI-forward mindset with experience leveraging AI tools to improve support efficiency and workflows - Experience in troubleshooting integration, data sync, and application-related issues - Strong communication skills — written, verbal, and active listening - Detail-oriented, well-organized, and able to prioritize in a fast-paced environment - Growth mindset with a passion for continuous learning - Strong creative thinking and problem-solving skills - Experience with ticketing systems such as Zendesk or similar platforms Requirements - Working hours: Mon-Fri 12-9 pm Georgian time with a flexibility to work in Midshift, starting between 11 - 2 pm. Benefits - Experience with NetSuite, QuickBooks, or other ERP systems; knowledge of accounting - Experience with payment systems and/or working at a Fintech company - Familiarity with HTML, API calls, or basic scripting Company Description A well-funded fintech unicorn operating a cloud-based global payables automation platform. Enterprises use it to streamline supplier payments, mass payouts, and AP operations across international markets — replacing manual finance processes with automated, audit-ready workflows.