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
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
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