Service Now Administrator

New York, NY

The Steve Madden Technology Department is responsible for the 24/7 operation and support of all IT systems within the company. The Service Now Administrator plays a critical role by directly supporting all team members, providing timely and quality desktop hardware, software, and mobile device troubleshooting, employing a high degree of customer service, technical expertise, and responsiveness. This position requires a strong work ethic and the ability to prioritize multiple requests with the ability to multitask and work with limited supervision. The Service Now Administrator is part of a global team with a vested interest in providing excellent personalized white glove support with an ever-present service-oriented mentality. In this highly visible role, a successful candidate will demonstrate expertise with macOS, bring a User centric approach and mindset and enjoy working in a fast- paced environment. If you are someone who loves to be hands-on helping others resolve their technical issues, eager to problem solve and a creative mind who always looks for ways to improve processes...then we encourage you to apply!

Overview of Responsibilities

  • Technical working experience Using service desk system ServiceNow (Update catalogs , software, hardware, retail supplies- managing workflows and ensuring its working as intended and callout any issues -Notifications -- ability to create them and troubleshoot existing ones-Tracking and managing assets being learned from SCCM and Jamf-Reports -- modifying and creating new ones and scheduling them to run.
  • Perform/support complex installations and maintenance for end-users, escalating and referring unresolved issues to appropriate team members or external vendors when appropriate.
  • Handle urgent needs such as assisting with AV setups for meetings and performing miscellaneous job-related duties as assigned, such as new employee onboarding and office reconfigurations.
  • End user training when needed.
  • The ideal candidate will possess a phenomenal team player attitude, the ability to work rotating shifts and tenacity to occasionally contribute to urgent issues and maintaining a flexible approach to work schedule with early starts and late finishes during workdays, including possibly weekends-subject to business requirements.
  • The ability to lift and transport moderately heavy objects such as computers and peripherals on occasion
  • Some travel to our offices (locally, domestically, and internationally) may be required.


  • Minimum 2-3 years of Help Desk or IT Service Desk experience including VIP support in Service Now environment.
  • Extensive Service Now Support and Administration Experience.
  • Excellent customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skills
  • Excellent understanding of computer hardware, operating system functions, and components.
  • Must be familiar with multiple makes / models of desktops and laptops with a keen ability to troubleshoot on both PC and Mac Platforms
  • Windows and Mac OS X software troubleshooting and configuration Experience
  • Experience in creating User Accounts
  • Mobile and tablet device troubleshooting and configuration
  • Knowledge of Active Directory, Network Essentials, and Office 365
  • Ability to work both independently and within groups.

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