Nubank
Staff IT Engineer - Service Management
Part remote, part office, you need to live within commuting distance of a named location.
Hybrid · São Paulo
Employer listed it 2 weeks ago · Added yesterday
Been open since 2 weeks ago, still being checked, but it has been live a while.
Salary
Not stated
Location
Hybrid · São Paulo
Timezone
Not stated
Contract
Full-time
Experience
Lead
Category
Software
This employer didn't state pay. Jobs like this usually pay around $200k–$275k a year, a typical range taken from 596 lead-level software roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Hybrid
This role is only partly remote, the employer expects time in the office around São Paulo, Virginia, Hybrid, so you need to live within commuting distance.
What the employer says
- Source listing states candidate location: "São Paulo, Virginia, Hybrid"
- Listing mentions "Hybrid"
What Nomaders makes of it
- Not suitable if you plan to move between countries
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
About Nu
Nu serves more than 140 million customers, guided by a mission to fight complexity and empower people. The company has been leading an industry transformation through innovative products and human-centered services.
Proprietary technology and data at scale power Nu’s digital platform, built to promote financial access, advancement, and transparency. Its business model thrives on customer love and lower costs, feeding a flywheel of growth and profitability. Visit our Institutional Page
About the Team
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.
About the Role
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.
You’ll Be Responsible For
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.
We Are Looking For a Person Who Has
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.
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) — 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.
Benefits
- ·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.
- ·São Paulo, Brazil
- ·Campinas, Brazil
How to apply
- 1Check the flexibility label above, hybrid, matches where you plan to live and work.
- 2Tailor your CV to the role at Nubank, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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