ManageEngine ITSM Administrator / Automation Engineer

Evolver Federal • Washington, DC

12d • Onsite

About The Position

Evolver is seeking a skilled ManageEngine ITSM Administrator with scripting and development capabilities to support, optimize, and modernize its enterprise IT Service Management environment. This onsite role in Washington, DC combines platform administration, automation engineering, and ITIL process enablement to improve service delivery, operational efficiency, customer experience, governance, and compliance.

The role administers ManageEngine ServiceDesk Plus and ADManager Plus, develops automation using PowerShell, C#, and .NET, and enhances ITSM processes across incident, request, change, problem, and asset management. The successful candidate will collaborate with Service Desk, IT, Customer Experience, and leadership teams, and contribute to ITSM modernization and digital transformation initiatives.

Requirements

• At least 3 years of experience administering ManageEngine ServiceDesk Plus or a similar ITSM tool.
• At least 3 years of experience with ManageEngine ADManager Plus or similar identity management tools.
• At least 3 years of scripting and development experience with PowerShell and/or C#/.NET.
• At least 3 years of experience with ITIL/ITSM processes, including incident, change, asset, and request management.
• At least 3 years of experience building automations and integrations across IT systems.
• At least 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.
• U.S. citizenship and the ability to pass a comprehensive background check.

Nice To Haves

• ITIL certification at Foundation level or higher.
• Experience integrating ITSM tools with enterprise platforms using APIs or 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.

Responsibilities

• 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 platform enhancements while ensuring stability, security, and scalability.
• Design and develop automation solutions using PowerShell, C#, and .NET.
• Integrate ManageEngine tools with enterprise systems such as Active Directory, HRIS, and monitoring tools.
• Build scripts and applications to streamline provisioning, ticket routing, and reporting, and reduce manual processes through automation and workflow improvements.
• Support and enhance ITIL-based incident, request, change, problem, and asset management processes.
• Partner with Service Desk and IT teams to improve operational workflows and promote service delivery and governance best practices.
• Use ADManager Plus to automate user lifecycle management, including provisioning, deprovisioning, and access changes.
• Ensure identity management processes comply with security policies and audit requirements, and improve efficiency through automation and reporting.
• Develop dashboards and reports on service performance, SLAs, and customer experience.
• Provide leadership with actionable data for decision-making and ITSM maturity improvements.
• 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.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Flexible spending account
• Paid leave, including PTO and parental leave, in accordance with applicable plans and policies

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed