Staff IT Engineer Service Management

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.

Nus impact has been recognized in multiple awards including Time 100 Most Influential Companies Fast Companys Most Innovative Companies and Forbes Worlds Best Banks.

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The IT team is the operational backbone of Nubanks internal infrastructure. As the company scales were 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 Nubanks IT Service Management (ITSM) practice end to end. Youll 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 Nubanks 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.

• Greenfield high-visibility scope: youll define what good ITSM looks like at Nubanks 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.

Location

• São Paulo Brazil

• Campinas Brazil

• Rio de Janeiro Brazil

• Belo Horizonte Brazil

• Chance of earning equity at Nubank

• Food/ Meal Card (Vale-Refeição and/or Vale Alimentação)

• Public Transportation Commuting Benefit (Vale-Transporte)

• NuCare Psychological Financial and Legal Assistance Program

• Life Insurance

• Medical Plan

• Dental Plan

• NuLanguage Language Course Program

• Nucleo - Our learning platform of courses

• Extended Parental Leave

• Daycare Allowance

• Parental Consultancy

• Work-from-home Allowance

• Gym Partnerships

• 30 days of paid vacation

• Relocation Assistance Package if applicable

Hybrid 23 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 recruitment process may involve the use of artificial intelligenceenabled 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.

Required Experience:

Staff IC