Staff IT Engineer - Service Management
Nubank
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Benefits offered by this job
Job summary
Nubank is seeking a Staff IT Engineer - Service Management to own ITSM end-to-end. You will design, implement, and govern ITIL v4 processes, tooling, and governance to keep internal services reliable and auditable for an engineering-led organization.
You’ll own the ITSM toolchain (Jira Service Management or equivalent), drive automation, define KPIs, and partner with security and platform engineering to scale a regulated fintech environment.
Qualifications
- 7+ years of experience in IT service management or IT operations.
- Deep ITIL v4 expertise; ITIL 4 Foundation or Managing Professional preferred.
- Proven ability to build or transform ITSM practices from scratch.
- Hands-on experience configuring ITSM tooling end-to-end (Jira Service Management, ServiceNow).
Responsibilities
- Continue to build and own Nubank's ITSM practice with core ITIL processes.
- Establish a service catalog with defined SLAs and OLAs.
- Own the end-to-end ITSM toolchain (config, workflows, SLA rules, integrations).
- Identify automation gaps and partner with engineering to reduce toil.
- Define and track operational KPIs and reporting cadences for leadership.
- Establish a Change Advisory Board with documented approval workflows.
- Support audit/compliance with structured evidence of controls.
- Drive ITSM adoption with runbooks and training materials.
Skills
Tools
Job description
Nu is the leading digital bank in Latin America, serving 135 million customers across Brazil, Mexico, and Colombia. The company has been leading an industry transformation by leveraging data and proprietary technology to develop innovative products and services.
Nu is the leading digital bank in Latin America, serving 135 million customers across Brazil, Mexico, and Colombia. The company has been leading an industry transformation by leveraging data and proprietary technology to develop innovative products and services.
Guided by its mission to fight complexity and empower people, Nu caters to customers’ complete financial journey, promoting financial access and advancement with responsible lending and transparency. The company is powered by an efficient and scalable business model that combines low cost to serve with growing returns.
Nu’s impact has been recognized in multiple awards, including Time 100 Most Influential Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Banks.
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The IT team is the operational backbone of Nubank’s internal infrastructure. As the company scales, we’re building the service management foundations that let engineering teams move faster with more confidence — turning IT operations into a strategic advantage, not just a support function.
As a Staff IT Engineer - Service Management, you will own and evolve Nubank’s IT Service Management (ITSM) practice end to end. You’ll design and implement processes, tools, and governance that keep our internal services reliable, auditable, and efficient, enabling engineering teams to focus on high-impact work while maintaining strong operational controls in a regulated environment.
- Continuing to build and own Nubank's ITSM practice, defining and implementing core ITIL v4 processes: incident, problem, change, service request, and knowledge management.
- Establishing a service catalog with clearly defined SLAs and OLAs aligned with internal stakeholder expectations.
- Owning the end-to-end ITSM toolchain (Jira Service Management or equivalent): configuration, workflow design, form logic, SLA rules, and integrations with adjacent systems.
- Identifying and closing automation gaps — routing, escalation, notifications, and reporting — partnering with engineering teams to reduce manual toil across operations.
- Defining and tracking operational KPIs (MTTR, SLA compliance, first-contact resolution, change success rate) and building regular reporting cadences for leadership and stakeholders.
- Establishing a Change Advisory Board (CAB) with structured documentation and approval workflows.
- Supporting audit and compliance requirements with structured evidence of IT operational controls, essential in a regulated financial environment.
- Driving ITSM adoption across the organization, creating runbooks, training materials, and documentation that embed service management culture at scale.
- 7+ years of 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) — not just using it, but designing it.
- Ability to work cross-functionally in a fast-paced, engineering-led environment, with 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.
- Familiarity with adjacent frameworks: COBIT, ISO 20000, or SRE principles.
- Experience partnering with Security and/or Platform Engineering teams.
- Fluent English.
- Greenfield, high-visibility scope: you’ll define what “good” ITSM looks like at Nubank’s scale — from zero.
- Direct exposure to senior leadership across IT and Engineering.
A culture that values ownership and getting foundations right, without bureaucracy for its own sake.
- Miami, United States
- Palo Alto, United States
- Washington DC, United States
- Opportunity of earning equity at Nu
- Medical Insurance
- Dental and Vision Insurance
- Life Insurance and AD&D
- Extended maternity and paternity leaves
- Nucleo - Our learning platform of courses
- NuLanguage - Our language learning program
- NuCare - Our mental health and wellness assistance program
- 401K
- Saving Plans - Health Saving Account and Flexible Spending Account
- Work-from-home Allowance
- Relocation Assistance Package, if applicable.
Hybrid 2–3 times/week: Our hybrid work model brings us to the office at least twice a week, on strategic days designed to maximize team connection and collaboration. For more details, visit https://building.nubank.com/nu-hybrid-work-model/
- Palo Alto: Total compensation includes base salary, RSUs and benefits. Base salary range: $178,560 - $267,840
Our recruitment process may involve the use of artificial intelligence–enabled tools, such as automated interview transcription and analysis, to support the evaluation process. Artificial intelligence is not used to make final hiring decisions; all decisions are made by human reviewers.
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