Staff IT Engineer - Service Management

We Are Looking For a Person Who Has Mandatory qualifications 7+ years of 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. What We Offer 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. Location Durham, United States Miami, United States Palo Alto, United States Washington DC, United States Our Benefits Opportunity of earning equity at Nu Medical Insurance Dental and Vision Insurance Life Insurance and AD&D Extended maternity and paternity leaves Nucleo - Our learning platform of courses NuLanguage - Our language learning program NuCare - Our mental health and wellness assistance program 401K Saving Plans - Health Saving Account and Flexible Spending Account Work-from-home Allowance Relocation Assistance Package, if applicable. Work Model for this Role Hybrid 2–3 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 https://building.nubank.com/nu-hybrid-work-model/ Location-Specific Disclosures Palo Alto: Total compensation includes base salary, RSUs and benefits. Base salary range: $178,560 - $267,840