Staff IT Engineer – Service Management

Jobtailor; São Paulo; Híbrido; BRL 223 000 - 357 000; Tempo integral

Resumo da oferta

Jobtailor is hiring an ITSM Lead to own the end-to-end ITSM practice in a fintech/tech environment. You will design ITIL v4 processes, build and maintain the ITSM toolchain, and establish service catalogs with defined SLAs.

You will drive automation, partner with engineering, and report on KPIs to leadership. The role requires strong communication skills, a track record of transforming ITSM functions, and availability to work onsite 2–3 days per week in Sao Paulo.

Qualificações

• Solid experience in IT service management, IT operations, or a related discipline.
• Deep ITIL v4 expertise.
• ITIL 4 Foundation or Managing Professional certification strongly preferred.
• Proven track record of building ITSM practices from scratch or significantly transforming an existing function.
• Hands-on experience owning and configuring ITSM tooling end-to-end (Jira Service Management, ServiceNow, or equivalent).
• Ability to work cross-functional in a fast-paced, engineering-led environment.
• Strong influence-without-authority skills.
• Strong written and verbal communication, including the ability to present to senior leadership.
• Experience in fintech, high-growth tech, or other regulated industries is nice to have.
• Familiarity with COBIT, ISO 20000, or SRE principles is nice to have.
• Experience partnering with Security and/or Platform Engineering teams is nice to have.
• Fluent English is nice to have.
• Availability to work onsite two to three days per week.
• Legal authorization to work in the country where the position is located.

Responsabilidades

• Own and evolve ITSM practice end to end.
• Design and implement ITIL v4 processes for incident, problem, change, service request, and knowledge management.
• Establish a service catalog with clearly defined SLAs and OLAs.
• Own and configure the end-to-end ITSM toolchain, including workflow design, form logic, SLA rules, and integrations.
• Identify and close automation gaps in routing, escalation, notifications, and reporting.
• Partner with engineering teams to reduce manual operational toil.
• Define and track operational KPIs including MTTR, SLA compliance, first-contact resolution, and change success rate.
• Build regular reporting cadences for leadership and stakeholders.
• Establish a Change Advisory Board with structured documentation and approval workflows.
• Support audit and compliance requirements through evidence of IT operational controls.
• Drive ITSM adoption by creating runbooks, training materials, and documentation.

Conhecimentos

ITIL v4 Expertise

ITSM Tool Configuration

Operational KPI Tracking

Change Management

Cross-Functional Collaboration

Influence Without Authority

Communication to Leadership

Formação académica

ITIL 4 Foundation

ITIL Managing Professional

Ferramentas

Jira Service Management

ServiceNow

ITSM Toolchain

Descrição da oferta de emprego

• Own and evolve Nubank’s IT Service Management (ITSM) practice end to end
• Design and implement ITIL v4 processes for incident, problem, change, service request, and knowledge management
• Establish a service catalog with clearly defined SLAs and OLAs
• Own and configure the end-to-end ITSM toolchain, including workflow design, form logic, SLA rules, and integrations
• Identify and close automation gaps in routing, escalation, notifications, and reporting
• Partner with engineering teams to reduce manual operational toil
• Define and track operational KPIs including MTTR, SLA compliance, first-contact resolution, and change success rate
• Build regular reporting cadences for leadership and stakeholders
• Establish a Change Advisory Board with structured documentation and approval workflows
• Support audit and compliance requirements through evidence of IT operational controls
• Drive ITSM adoption by creating runbooks, training materials, and documentation

Requirements

• Solid experience in IT service management, IT operations, or a related discipline
• Deep ITIL v4 expertise
• ITIL 4 Foundation or Managing Professional certification strongly preferred
• Proven track record of building ITSM practices from scratch or significantly transforming an existing function
• Hands-on experience owning and configuring ITSM tooling end-to-end (Jira Service Management, ServiceNow, or equivalent)
• Ability to work cross-functionally in a fast-paced, engineering-led environment
• Strong influence-without-authority skills
• Strong written and verbal communication, including the ability to present to senior leadership
• Experience in fintech, high-growth tech, or other regulated industries is nice to have
• Familiarity with COBIT, ISO 20000, or SRE principles is nice to have
• Experience partnering with Security and/or Platform Engineering teams is nice to have
• Fluent English is nice to have
• Availability to work onsite two to three days per week
• Legal authorization to work in the country where the position is located

Core Competencies

Demonstrates expertise in IT Service Management (ITSM) with a strong focus on ITIL v4 processes, including incident, problem, change, and knowledge management. Proven ability to configure ITSM tools and drive operational excellence through defined KPIs and automation.

Highest-signal resume keywords

• ITIL V4 Expertise
• ITSM Tool Configuration
• Operational KPI Tracking
• Change Management
• Cross-Functional Collaboration

ATS Optimization Keywords

Hard Skills

• IT Service Management
• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Knowledge Management
• Automation Identification
• Operational Controls
• Reporting Cadences
• SLA Compliance

Soft Skills

• Influence Without Authority
• Written Communication
• Verbal Communication

Certifications & Qualifications

• ITIL 4 Foundation
• ITIL Managing Professional

Industry Keywords

• Fintech
• High-Growth Tech
• Regulated Industries
• COBIT
• ISO 20000
• SRE Principles

Tools & Technologies

• Jira Service Management
• ServiceNow
• ITSM Toolchain