Staff IT Engineer - Service Management
Nubank
Staff IT Engineer - Service Management at Nubank is a full time role based in Remote · Worldwide (remote). The listing states pay of $179k–$268k. It was published on 20 July 2026 and was open at last check.
| Role | Staff IT Engineer - Service Management |
|---|---|
| Company | Nubank |
| Location | Remote · Worldwide (remote) |
| Employment type | Full Time |
| Pay (as listed) | $179k–$268k |
| Published | 20 July 2026 |
| Status | Open at last check |
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 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
- 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
- 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
Our recruitment process may involve the use of artificial intelligence–enabled tools, such as automated interview transcription and analysis, to support the evaluation process. Artificial intelligence is not used to make final hiring decisions; all decisions are made by human reviewers.
Create your free OnJob profile to apply — we'll take you to Nubank's application after sign-up. · Posted 20 Jul 2026.
Staff IT Engineer - Service Management at Nubank — questions answered
What does the Staff IT Engineer - Service Management role at Nubank pay?
The Staff IT Engineer - Service Management at Nubank listing states pay of $179k–$268k for the Remote · Worldwide (remote) position. That figure is taken directly from the employer's own posting as published, not estimated or averaged from other roles.
Is the Staff IT Engineer - Service Management role at Nubank remote?
Yes — Nubank advertises this Staff IT Engineer - Service Management role as remote, tied to Remote · Worldwide, and it is listed as full time work. Remote terms come from the employer's own posting, so confirm the expected working hours, timezone and any on-site days with Nubank before you apply.
Is the Staff IT Engineer - Service Management role at Nubank still open?
The Staff IT Engineer - Service Management posting at Nubank was open at OnJob's last check of the employer's careers page, having been published on 20 July 2026. OnJob re-checks source listings on each build and marks a role closed once it disappears, but listings can close without notice, so the employer's own page is the final word.
How do you apply for the Staff IT Engineer - Service Management role at Nubank?
Apply to the Staff IT Engineer - Service Management at Nubank role through OnJob with a free profile: OnJob scores your fit against the listing, shows the skills lowering that score, and submits an ATS-ready profile to Nubank's own application page. Creating a profile is free and needs no card.
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