> Markdown version of [/jobs/ext/1504793-staff-it-engineer-service-management](https://www.wearedevelopers.com/jobs/ext/1504793-staff-it-engineer-service-management). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Staff IT Engineer - Service Management - **Company:** Nubank Era, LLC - **Location:** Miami, FL, United States - **Experience:** Expert - **Salary:** $178,560.0 - $267,840.0 - **Contract:** Permanent contract - **Skills:** JIRA, Control Objectives for Information and Related Technology (COBIT), Information Technology Operations, Knowledge Management, Systems Integration, Workflow Management Systems, Mttr, Servicenow - **Published:** July 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=da348d909d82dff8 ## About the Role * 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. ## Description 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., * 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., 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Next Level Enterprise Architecture: Modular, Flexible, Scalable, Multichannel and AI-Ready?](https://www.wearedevelopers.com/videos/1017-next-level-enterprise-architecture-modular-flexible-scalable-multichannel-and-ai-ready) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)