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 efficiencyEnjoys building automation solutions to eliminate manual workIs comfortable working across IT operations, development, and business teamsHas a continuous improvement mindsetThis position will directly contribute to:Improved Service Desk efficiency and automationEnhanced customer experience and service deliveryStrengthened IT governance and complianceAcceleration of ITSM modernization initiatives Platform Administration & OptimizationAdminister, configure, and maintain ManageEngine ServiceDesk Plus and ADManager PlusCustomize workflows, forms, templates, SLAs, and business rules to support ITIL processesMonitor system performance, troubleshoot issues, and implement enhancementsEnsure platform stability, security, and scalability across the enterprise Automation & DevelopmentDesign and develop automation solutions using PowerShell, C#, and .NETIntegrate ManageEngine tools with other enterprise systems (AD, HRIS, monitoring tools, etc.)Build scripts and applications to streamline provisioning, ticket routing, and reportingReduce manual processes through intelligent automation and workflow improvements ITSM Process EnablementSupport and enhance ITIL-based processes including Incident, Request, Change, Problem, and Asset ManagementPartner with Service Desk and IT teams to improve operational workflowsDrive adoption of best practices in service delivery and governance Active Directory & Identity ManagementLeverage ADManager Plus to automate user lifecycle management (provisioning, deprovisioning, access changes)Ensure compliance with security policies and audit requirementsImprove identity management efficiency through automation and reportingReporting & AnalyticsDevelop dashboards and reports to provide insights into service performance, SLAs, and customer experienceSupport leadership with actionable data for decision-making and ITSM maturity improvements Stakeholder CollaborationPartner with Service Desk, Customer Experience, and IT leadership teamsSupport escalation management and continuous service improvement initiativesContribute to enterprise governance, compliance, and digital transformation efforts Basic Qualifications3 years of experience administering ManageEngine ServiceDesk Plus or a similar ITSM tool3 years of experience with ManageEngine ADManager Plus or similar identity management tools3 years of experience with scripting and development skills in PowerShell and/or C#/.NET3 years of experience with ITIL / ITSM processes (Incident, Change, Asset, Request Management)3 years of experience building automations and integrations across IT systems3 years of experience with Active Directory environments and user lifecycle managementStrong problem-solving and analytical skills15 years of overall experience (education and certifications can reduce this requirement)US Citizen with the ability to pass a comprehensive background check Preferred QualificationsITIL certification (Foundation or higher)Experience integrating ITSM tools with enterprise platforms (APIs, web services)Knowledge of asset management and CMDB best practicesExperience supporting customer experience initiatives or service analyticsBackground 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. 

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