Staff IT Engineer - Service Management

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Description

About Nu 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. 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 a

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