Staff IT Engineer - Service Management

<h2 class="p8i6j01 paragraph">About Us</h2> <p class="p8i6j01 paragraph">Nu is one of the largest digital financial platforms in the world, with more than 127 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America — and this is still just the beginning of the purple future we're building. Listed on the New York Stock Exchange (NYSE: NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human. Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Bank. Learn more at <a class="ln4xub1 _1ibi0s36w _1ibi0s3e5 _1ibi0s3cg markdown-link _1ibi0s376" href="https://international.nubank.com.br/careers/" target="_blank">&nbsp;<span class="f8uo5q0">https://international.nubank.com.br/careers/</span></a>.</p> <h2 class="p8i6j01 paragraph">About the Team</h2> <p class="p8i6j01 paragraph">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.</p> <h2 class="p8i6j01 paragraph">About the Role</h2> <p class="p8i6j01 paragraph">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.</p> <h2 class="p8i6j01 paragraph">You’ll Be Responsible For</h2> <ul class="p8i6j07 p8i6j02"> <li class="p8i6j0a">Continuing to build and own Nubank's ITSM practice, defining and implementing core ITIL v4 processes: incident, problem, change, service request, and knowledge management.</li> <li class="p8i6j0a">Establishing a service catalog with clearly defined SLAs and OLAs aligned with internal stakeholder expectations.</li> <li class="p8i6j0a">Owning the end-to-end ITSM toolchain (Jira Service Management or equivalent): configuration, workflow design, form logic, SLA rules, and integrations with adjacent systems.</li> <li class="p8i6j0a">Identifying and closing automation gaps — routing, escalation, notifications, and reporting — partnering with engineering teams to reduce manual toil across operations.</