资深IT工程师 - 服务管理
Staff IT Engineer - Service Management
Nu 是拉丁美洲领先的数字银行，为巴西、墨西哥和哥伦比亚的 14 亿客户提供服务。公司通过利用数据和专有技术开发创新产品和服务，引领行业变革。
以对抗复杂性、赋能人们为使命，Nu 为客户提供完整的金融旅程，通过负责任的贷款和透明度促进金融准入和进步。公司由一个高效且可扩展的商业模式驱动，结合低成本服务与不断增长的回报。
Nu 的影响力已获得多项奖项的认可，包括《时代》100 家最具影响力公司、《快公司》最具创新力公司以及《福布斯》全球最佳银行。
访问我们的机构页面 https://www.nu.com/2026-en
关于团队
IT 团队是 Nubank 内部基础设施的运营支柱。随着公司规模扩大，我们正在构建服务管理的基础，使工程团队能够更快速、更有信心地工作——将 IT 运营转化为战略优势，而不仅仅是一个支持职能。
关于职位
作为资深 IT 工程师 - 服务管理，您将负责并推动 Nubank 的 IT 服务管理（ITSM）实践的全流程。您将设计并实施流程、工具和治理机制，确保内部服务的可靠性、可审计性和高效性，使工程团队能够专注于高影响力的工作，同时在受监管环境中保持强大的运营控制。
您将负责
- 持续构建和维护 Nubank 的 ITSM 实践，定义并实施核心 ITIL v4 流程：事件、问题、变更、服务请求和知识管理。
- 建立包含明确 SLA 和 OLA 的服务目录，与内部利益相关者期望保持一致。
- 负责端到端的 ITSM 工具链（Jira Service Management 或同类工具）：配置、流程设计、表单逻辑、SLA 规则和与相邻系统的集成。
- 识别并填补自动化缺口——路由、升级、通知和报告——与工程团队合作，减少操作中的手动工作量。
- 定义并跟踪运营 KPI（平均故障恢复时间、SLA 合规率、首次接触解决率、变更成功率），并为管理层和利益相关者建立定期报告机制。
- 建立变更咨询委员会（CAB），具备结构化文档和审批流程。
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ABOUT NU
Nu is the leading digital bank in Latin America, serving 140 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 https://www.nu.com/2026-en
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
- Solid 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/ 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.