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ITSM Developer (OTOBO/ OTRS/ Large Ticket Volume, > 1 Million Tickets)

Job details

Discipline:
Posted: 6 days ago

Job description

​Benefits Summary

  • This is a permanent full-time role

  • Medical Leave, Medical Claim, Insurance Coverage, Annual Leaves, Monthly Allowances, Work From Home, Variable Bonuses, Annual Salary Increment Scheme, Nice and Dynamic Work Environment etc.

  • Basic Salary: RM10,000 - RM17,000 (Commensurate with experience)

  • Work location: Remote (Office at Sentul, KL)

  • Working hours: Monday-Friday: 9am-6pm


Our Client

A reputable IT services firm based in Kuala Lumpur, established in 2012, providing consulting, software development, and systems integration. It specializes in custom web and mobile applications, API development, data analytics, and workflow automation for industries like healthcare, telecom, and utilities. The company promotes a culture of openness, trust, and innovation.

They are seeking a passionateITSM Developer (OTOBO, formerly OTRS Community Edition)with deep expertise in customising, extending, and maintaining large-scale OTOBO / OTRS installations to join their big family. This role will play a key role in designing, developing, and implementing custom solutions that meet complex business and IT service management requirements.


Key Responsibilities

  • Customise and extend OTOBO/ OTRS systems (versions 8, 10, 11 and newer forks)

  • Develop custom solutions including packages, Perl modules, GenericAgent jobs, ACLs, dynamic fields, process management, and ITSM modules

  • Enhance front-end using JavaScript, jQuery, and OTOBO’s Designer Template Language (DTL)

  • Integrate with third-party systems via REST/SOAP web services (ERP, CRM, CMDB, etc.)

  • Implement ITSM modules such as Incident, Problem, Change, CMDB, and Service Catalog

  • Migrate legacy OTRS to OTOBO, ensuring customizations are preserved

  • Optimise performance and troubleshoot large ticket volumes(more than 1 million tickets)as well as to perform database tuning (MySQL/ MariaDB/ PostgreSQL)

  • Maintain documentation and deployment scripts, including unit/ integration tests

  • Collaborate on server setup and high-availability configurations, including Elasticsearch/ OpenSearch integration


Requirements

  • Experience: 3–4 years in OTOBO/OTRS development and customization, with strong knowledge of framework internals

  • Technical Skills: Expert in Perl, advanced SQL (MySQL/MariaDB/PostgreSQL), and proficient in JavaScript, jQuery, AJAX for front-end customization

  • Integration: Skilled in REST API, LDAP/Active Directory, SSO (SAML/OAuth), and external system integrations

  • ITSM Knowledge: Solid understanding of ITIL processes and OTOBO ITSM modules; experience with Git, CI/CD, and Elasticsearch/OpenSearch

  • Additional: Familiar with Znuny and other OTRS forks; contributions to OTOBO/OTRS community preferred

  • Education & Soft Skills: Bachelor’s in Computer Science or related field, strong problem-solving, communication skills, and ability to work independently


Next Step

Please submit your updated resume inMS Word formatby clicking theQUICK APPLY  button.

We regret to inform that only shortlisted candidates will be notified.


For candidates who do not wish to apply via the site and would still like to apply in a P&C manner, please send in your resume toIvanY@chtalentresources.com

Charterhouse Resources Pte Ltd (13C6338)

Ivan Yee (R24124842)