• Senior IT Service Mgmt Administrator

    Job Locations US-NY-New York
    Requisition ID
    18-8976
    Division
    Technology
    Functional Area
    Information Technology
  • Overview

    The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment experiences.  The company presents or hosts a broad array of premier events in its diverse collection of iconic venues: New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, CA; The Chicago Theatre; and the Wang Theatre in Boston.  Other MSG properties include legendary sports franchises: the New York Knicks (NBA), the New York Rangers (NHL) and the New York Liberty (WNBA); two development league teams -- the Westchester Knicks (NBAGL) and the Hartford Wolf Pack (AHL); and one of the leading North American esports organizations, Counter Logic Gaming.  In addition, the Company features popular original entertainment productions -- the Christmas Spectacular and New York Spectacular – both starring the Radio City Rockettes, and through Boston Calling Events, produces outdoor festivals, including New England’s preeminent Boston Calling Music Festival.   Also under the MSG umbrella is TAO Group, a world-class hospitality group with globally-recognized entertainment dining and nightlife brands: Tao, Marquee, Lavo, Avenue, The Stanton Social, Beauty & Essex and Vandal.  More information is available at www.themadisonsquaregardencompany.com

    Specific Functions/Activities Summary

    The successful candidate will be part of the ServiceNow/Sys Admin team that is defining the future of operations for MSG. In addition, you will be crucial in supporting the end-to-end customer experience that will drive continuous improvements across the organization. Responsible for providing professional, proactive, customer-focused and responsive support for IT systems. The position requires a person to have a “hands-on” attitude, a customer service focus, as well as a take a lead personality to ensure efficient and effective departmental operations. 

    This position is responsible for utilizing ITSM platforms to enhance quality, speed and reliability of IT support services using ITIL frameworks. This position will also assist in the creation and implementation of processes such as Incident and Problem management workflows based on ITIL/ITSM best practices, design, development, upgrades, enhancements and customizations of different modules of ITSM suite. Help automate day to day business processes using ITSM applications. This position is also the gatekeeper of all company system access, account creation, mailbox management and works on highly confidential actions regarding terminations and company investigations.

     

    Responsibilities:

    • Drive technology infrastructure and support practices to “current state to future state” with a focus on “Best in Class” customer service
    • Evaluate systems and process performance, processes, and/or applications
    • Optimize and discovery of patterns and troubleshooting processes across desktop and network technologies in efforts to create best practices processes within ITIL frameworks.
    • Service Now design, workflow creation and Automation within Service Now
    • Review existing processes and develop strategies to increase performance; adept at defining performance indicators
    • Expertly manage the needs of the business and following up with requests and ensuring that SLA’s are not breached in efforts to improve process and create documentation (i.e., run books, execution plans, wikis)
    • Review new hire access requests, interact with IT support teams for designing security solutions, completes changes/transitions/promotions, terminations, etc. Must also provide clear evidence of approvals and timely follow-up to ensure MSG annually meets all SOX controls.
    • Provides advice and guidance on IT systems security and configuration items related to approval and quarterly auditing and review of all security access controls.
    • Manage the Organization vendor accounts, mitigate risks, create process controls, assist with minimizing business disruption, and performs a quarterly audit review.
    • Effectively market IT capabilities, services and strategies both internally and externally and develop initiatives to improve the IT department’s image and its ability to deliver value-added services.
    • Monitor IT Service performance through the use of metrics and statistical process control methods
    • Maintain data security/control environment and IT business continuity/disaster recovery plans
    • Stay current with IT and business world technology

    Qualifications

    • A minimum of 3 years’ experience in a medium to large sized enterprise environment
    • 2+ years of experience of ServiceNow administration/developments
    • 2+ years of experience in IT Service Management process design
    • 2+ years of experience with Active Directory and O365
    • Understanding of ITIL/ITSM Life Cycle
    • Thorough understanding of Service Now Ticketing System
    • Experience with Active Directory, O365, Win 10 and Mac OS
    • Focus on improving the overall control environment, ensuring efficiency, effectiveness, and compliance with appropriate regulations
    • Partner with the business and provide guidance and controls expertise on the preparation and or update of control documentation
    • Coordinate with Internal Audit Department as needed in an effective and efficient manner
    • Actively monitors logs for various systems to ensure PCI compliance
    • Knowledge of PCI, PII, SOX
    • An ability to present and discuss technical, functional information in a clear and concise way that explains the issues at hand.
    • Flexible working style, able to quickly adapt to diverse and changing environments and timelines.
    • Highly creative and flexible team player with a high level of energy and commitment to excellence.
    • Strong written and verbal communications skills with an ability to create business correspondence, as well as the ability to communicate effectively at all levels of the organization including senior management levels. The ability to effectively translate complex technical issues into clear and concise business terms.
    • Analytical, problem-solving and conceptual skill
    • Highly organized and detail oriented
    • Ability to work independently
    • Strong interpersonal skills
    • Ability to handle multiple tasks in a fast-paced environment
    • Bachelor’s degree preferred

    Education

    Candidates who have completed 60 credits of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.

    Educational requirements may differ from job to job based on the role.

    EEO Statement

    At MSG we value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.

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