Staff IT Engineer - Service Management
NubankCore Responsibilities
Own and evolve Nubank's IT Service Management (ITSM) practice end to end. Design and implement core ITIL v4 processes including incident, problem, change, service request, and knowledge management. Establish a service catalog with defined SLAs and OLAs, and own the end-to-end ITSM toolchain configuration and workflow design. Define and track operational KPIs and drive ITSM adoption across the organization by creating runbooks and training materials.
Requirements
7+ years of experience in IT service management or IT operations. Deep ITIL v4 expertise with ITIL 4 Foundation or Managing Professional certification preferred. Proven track record of building ITSM practices from scratch or transforming existing functions. Hands-on experience with ITSM tooling like Jira Service Management or ServiceNow.
Key Skills & Technologies
Additional Information
Experience Level
Senior
Job Language
English
Employment Type
Full-time
Work Mode
Remote