Staff IT Engineer - Service Management

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.

Mandatory qualifications

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) — 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.

Nice-to-have qualifications

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.

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/

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.