ITSM Developer

Neuron Solutions Sdn Bhd; Johor; Hybrid; MYR 60,000 - 80,000; Full time

Job summary

A tech solutions provider is seeking an experienced Senior OTOBO Developer in Malaysia to lead the development and customization of OTOBO systems. The ideal candidate will have over 4 years of relevant experience, focusing on customizing IT service management solutions and optimizing system performance. Responsibilities include designing custom solutions, integrating with third-party systems, and ensuring high availability. A strong background in Perl programming and SQL is essential for success in this role.

Qualifications

• 3-4 years of proven, hands-on experience in OTOBO / OTRS development and customization.
• Expert-level Perl programming skills.
• Strong knowledge of OTOBO/OTRS framework internals.
• Proficient in database management with MySQL/MariaDB or PostgreSQL.
• Experience with JavaScript, AJAX, jQuery.

Responsibilities

• Lead the customization and extension of OTOBO / OTRS systems.
• Design and develop custom packages and core modifications.
• Implement ITSM modules and migrate legacy installations.
• Collaborate with system administrators for server setup.

Skills

OTOBO / OTRS development and customization

Perl programming

SQL and database design

JavaScript, AJAX, jQuery

Integration with REST APIs

Understanding of ITIL / ITSM processes

Version control (Git)

Job description

Senior OTOBO (OTRS) Developer

Experience Level: 4+ years of hands-on OTOBO / OTRS::ITSM / OTRS CE customization and development

Location: Remote / Hybrid

Type: Full-time

Job Summary

We are looking for an experienced Senior OTOBO (formerly OTRS Community Edition) 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.

Key Responsibilities

• 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 (ProcessManagement), 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

Required Skills & Experience

• 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 Nice-to-