ITSM Developer

We are looking for an experienced Senior ITSM Developer with deep expertise in customizing, extending, and maintaining large-scale OTOBO / OTRS installations. You will play a key role in designing, developing, and implementing custom solutions that meet complex business and IT service management requirements.

Lead the customization and extension of OTOBO / OTRS systems (versions 8, 10, 11 and newer OTOBO 10/11 forks)

Design and develop custom packages, Perl modules, GenericAgent jobs, ACLs, dynamic fields, process management (Process Management), and ITSM modules

Perform deep core modifications when required (safely using proven override techniques)

Build and maintain custom front-end enhancements using JavaScript, jQuery, and OTOBO's DTL (Designer Template Language)

Develop and consume REST/SOAP web services for integration with third-party systems (ERP, CRM, monitoring tools, CMDB, etc.)

Implement and customize ITSM modules: Incident, Problem, Change, Service Asset & Configuration Management (CMDB), Service Catalog, etc.

Migrate legacy OTRS installations to the latest OTOBO versions while preserving customizations

Performance tuning, database optimization (MySQL/MariaDB/PostgreSQL), and troubleshooting of large ticket volumes (>1M tickets)

Write and maintain technical documentation, package deployment scripts, and unit/integration tests

Collaborate with system administrators on server setup, clustering, Elasticsearch/OpenSearch integration, and high-availability configurations

Have 3 4 years of proven, hands-on experience in OTOBO / OTRS development and customization (references or project portfolio required)

Expert-level Perl programming (Perl practices, OTOBO/OTRS architecture)

Strong knowledge of OTOBO/OTRS framework internals.

Advanced SQL and database design (MySQL/MariaDB or PostgreSQL)

Proficient in JavaScript, AJAX, jQuery, and OTOBO's front-end architecture

Experience integrating OTOBO with REST APIs, LDAP/Active Directory, SSO (SAML/OAuth), and external systems

Solid understanding of ITIL / ITSM processes and how they map to OTOBO ITSM modules

Experience with version control (Git) and CI/CD pipelines for OTOBO deployments

Contributions to the official OTOBO or former OTRS GitHub repositories

Experience with Znuny, ((OTRS)) Community Edition, or other OTRS forks

Knowledge of Elasticsearch/OpenSearch for full-text search and reporting

Bachelor in Computer Science, Technology or any related field

Strong problem-solving skills and ability to debug complex issues in production environments

Excellent communication skills (able to explain technical concepts to non-technical stakeholders)

Self-motivated, detail-oriented, and able to work independently on long-running projects