ITSM Developer

Senior OTOBO (OTRS) DeveloperExperience Level: 4+ years of hands-on OTOBO / OTRS::ITSM / OTRS CE customization and developmentLocation: Remote / HybridType: Full-timeJob SummaryWe 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 ResponsibilitiesLead 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 modulesPerform 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 customizationsPerformance 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 testsCollaborate with system administrators on server setup, clustering, Elasticsearch/OpenSearch integration, and high-availability configurationsRequired Skills & Experience3-4 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 architectureExperience integrating OTOBO with REST APIs, LDAP/Active Directory, SSO (SAML/OAuth), and external systemsSolid understanding of ITIL / ITSM processes and how they map to OTOBO ITSM modulesExperience with version control (Git) and CI/CD pipelines for OTOBO deployments Nice-to-