ManageEngine ITSM Administrator / Automation Engineer

Evolver is an information technology, cybersecurity, and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated technology capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic security systems. Our teams combine deep technical expertise with mission understanding to deliver secure, reliable, and scalable solutions that advance performance in high-stakes environments.

Evolver is seeking a highly skilled ManageEngine ITSM Administrator with strong scripting and development capabilities to support, optimize, and modernize our enterprise IT Service Management (ITSM) environment. This role combines platform administration, automation engineering, and ITIL process enablement to improve service delivery, operational efficiency, and customer experience.

This is an onsite role in Washington, DC

You will play a key role in managing the ManageEngine ServiceDesk Plus and ADManager Plus platforms, driving automation through .NET/C#/PowerShell, and enhancing ITSM processes across incident, change, asset, and request management. A successful candidate is a hybrid ITSM administrator and automation engineer who:

• Thinks in terms of process optimization and efficiency
• Enjoys building automation solutions to eliminate manual work
• Is comfortable working across IT operations, development, and business teams
• Has a continuous improvement mindset

This position will directly contribute to:

• Improved Service Desk efficiency and automation
• Enhanced customer experience and service delivery
• Strengthened IT governance and compliance
• Acceleration of ITSM modernization initiatives

Platform Administration & Optimization

• Administer, configure, and maintain ManageEngine ServiceDesk Plus and ADManager Plus
• Customize workflows, forms, templates, SLAs, and business rules to support ITIL processes
• Monitor system performance, troubleshoot issues, and implement enhancements
• Ensure platform stability, security, and scalability across the enterprise

Automation & Development

• Design and develop automation solutions using PowerShell, C#, and .NET
• Integrate ManageEngine tools with other enterprise systems (AD, HRIS, monitoring tools, etc.)
• Build scripts and applications to streamline provisioning, ticket routing, and reporting
• Reduce manual processes through intelligent automation and workflow improvements

ITSM Process Enablement

• Support and enhance ITIL-based processes including Incident, Request, Change, Problem, and Asset Management
• Partner with Service Desk and IT teams to improve operational workflows
• Drive adoption of best practices in service delivery and governance

Active Directory & Identity Management

• Leverage ADManager Plus to automate user lifecycle management (provisioning, deprovisioning, access changes)
• Ensure compliance with security policies and audit requirements
• Improve identity management efficiency through automation and reporting
• Reporting & Analytics
• Develop dashboards and reports to provide insights into service performance, SLAs, and customer experience
• Support leadership with actionable data for decision-making and ITSM maturity improvements

Stakeholder Collaboration

• Partner with Service Desk, Customer Experience, and IT leadership teams
• Support escalation management and continuous service improvement initiatives
• Contribute to enterprise governance, compliance, and digital transformation efforts

Basic Qualifications

• 3 years of experience administering ManageEngine ServiceDesk Plus or a similar ITSM tool
• 3 years of experience with ManageEngine ADManager Plus or similar identity management tools
• 3 years of experience with scripting and development skills in PowerShell and/or C#/.NET
• 3 years of experience with ITIL / ITSM processes (Incident, Change, Asset, Request Management)
• 3 years of experience building automations and integrations across IT systems
• 3 years of experience with Active Directory environments and user lifecycle management
• Strong problem-solving and analytical skills
• 15 years of overall experience (education and certifications can reduce this requirement)
• with the ability to pass a comprehensive background check

Preferred Qualifications

• ITIL certification (Foundation or higher)
• Experience integrating ITSM tools with enterprise platforms (APIs, web services)
• Knowledge of asset management and CMDB best practices
• Experience supporting customer experience initiatives or service analytics
• Background in ITSM modernization or digital transformation programs

Evolver is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.