Odoo Developer & Customization / IT Support (Odoo.sh)

Job Description: Odoo Developer \& Customization / IT Support (Odoo.sh)1\. Position Details * **Job title:** Odoo Developer \& Customization / IT Support * **Department:** Information Technology / Business Systems * **Reports to:** IT Manager, Business Systems Manager, or Chief Information Officer * **Direct reports:** None, unless defined by the organizational structure * **Work location:** Head office, with support for company sites and remote users as required * **System environment:** Odoo Enterprise hosted on Odoo.sh, including development, staging, and production branches * **Business scope:** Odoo configuration, development, integrations, deployment support, user assistance, and system administration 2\. Role Purpose Develop, configure, maintain, and support the company’s Odoo platform on Odoo.sh. Deliver reliable business\-system improvements that meet approved requirements, protect data and system availability, and help users perform their work effectively. The role covers the full change lifecycle, from requirements analysis and development through testing, deployment, documentation, and post\-release support. 3\. Scope of Responsibility Support the organization’s Odoo applications and related processes, which may include Sales, CRM, Purchase, Inventory, Accounting, HR, Manufacturing, Point of Sale, and other installed modules. The role may involve custom Odoo modules, configuration, reports, automated actions, data imports, access rights, integrations, and troubleshooting. The role must follow the company’s change management, security, backup, and deployment procedures. Production changes must be approved and released through the authorized workflow. 4\. Key ResponsibilitiesA. Requirements Analysis and Solution Design * Meet with business stakeholders to understand the business problem, expected outcome, users affected, and applicable process controls. * Document functional and technical requirements, acceptance criteria, dependencies, risks, and data impacts before starting significant changes. * Recommend whether a requirement should be addressed through standard Odoo configuration, an existing approved module, customization, or process change. * Estimate effort and delivery timelines, identify dependencies, and communicate risks or scope changes to stakeholders. * Ensure proposed solutions are supportable, secure, compatible with the company’s Odoo version, and aligned with the organization’s architecture and upgrade plans. B. Odoo Development and Customization * Develop and maintain custom Odoo modules using approved coding standards and version control practices. * Customize models, views, reports, workflows, access controls, and business logic in line with approved requirements. * Use supported Odoo extension and configuration methods wherever practical, minimizing changes that could complicate upgrades. * Develop and maintain integrations with approved third\-party systems using documented interfaces and authentication methods. * Review code for functionality, security, maintainability, performance, and compatibility before release. * Maintain clear technical documentation for custom modules, configuration, integrations, scheduled actions, and deployment dependencies. * Identify and resolve performance issues, errors, and technical debt within the assigned scope. C. Odoo.sh Environment and Release Management * Manage development and staging work on Odoo.sh branches in accordance with the company’s repository and access policies. * Coordinate code reviews, automated checks, database updates, and staging validation before requesting production deployment. * Verify that releases include approved changes, required dependencies, migration steps, and rollback or recovery considerations. * Deploy to production only through the authorized release process and with the required approvals. * Monitor build and deployment logs, test the released functionality, and resolve release\-related issues promptly. * Coordinate database refreshes, branch updates, and environment changes in accordance with data\-protection requirements. * Maintain an accurate release history and communicate deployment timing, scope, user impact, and known issues. D. Testing and Quality Assurance * Prepare and maintain test cases for new features, customizations, integrations, and defect fixes. * Perform developer testing and regression testing for affected business processes before staging or production release. * Coordinate user acceptance testing with process owners and document approvals or outstanding issues. * Confirm that access rights, record rules, automated actions, reports, and integrations behave as intended for relevant user roles. * Track defects from identification through resolution and retesting. * Do not promote a change to production while material acceptance criteria or required approvals remain outstanding. E. User Support and Incident Management * Provide Level 1 and Level 2 Odoo support, and coordinate Level 3 issues with the relevant vendor or specialist when required. * Receive, classify, prioritize, and track support requests through the approved ticketing or service\-management process. * Diagnose user, configuration, data, access, workflow, and application issues, and document resolution steps. * Meet response and resolution targets based on ticket priority and agreed service levels. * Escalate critical incidents, security concerns, suspected data loss, and business\-critical service interruptions immediately. * Keep users informed of ticket status, workarounds, expected next steps, and closure. * Provide user training and practical guidance for approved system features and processes. F. Administration, Access, and Data Controls * Administer Odoo users, groups, access rights, and permissions following least\-privilege principles and approved access requests. * Coordinate user provisioning, role changes, and account deactivation with Human Resources and relevant process owners. * Review access assignments periodically and support access audits by providing current, traceable records. * Protect confidential business and personal data in development, testing, support, exports, and integrations. * Use production data in non\-production environments only in accordance with the company’s approved masking and data\-handling procedures. * Support approved backup and recovery arrangements and promptly report any concern about data integrity or recoverability. * Maintain logs, technical records, and change evidence required by the company’s IT controls. G. Reporting and Stakeholder Coordination * Provide regular reports on development work, releases, incidents, open tickets, recurring issues, and system risks. * Maintain a prioritized backlog with clear ownership, status, dependencies, and target dates. * Coordinate with Finance, Sales, Procurement, Inventory, HR, Operations, and other business teams to manage cross\-functional changes. * Explain technical options, limitations, dependencies, and risks in language suitable for business stakeholders. * Identify recurring support issues and recommend training, process, configuration, or product changes to reduce them. 5\. Key Performance Indicators Targets should be agreed with IT management and business process owners based on system criticality, ticket volumes, team capacity, and the organization’s service commitments. Define each KPI’s priority rules, data source, measurement window, and exclusions. KPIMeasurementReview frequencyTicket response complianceTickets receiving an initial response within the target for their priority ÷ tickets due for response × 100MonthlyTicket resolution complianceTickets resolved within the target for their priority ÷ tickets due for resolution × 100MonthlyMean time to resolveTotal elapsed resolution time for resolved incidents ÷ number of resolved incidents, segmented by priorityMonthlyFirst\-contact resolution rateSupport tickets resolved without reassignment or escalation ÷ total eligible support tickets × 100MonthlyChange delivery predictabilityApproved changes delivered by the agreed date ÷ approved changes due during the period × 100Monthly and quarterlyRelease success rateProduction releases completed without rollback or a release\-related critical incident within the agreed observation period ÷ total production releases × 100QuarterlyPost\-release defect rateDefects attributable to a release within the agreed observation period ÷ production releases during the periodQuarterlyChange documentation complianceChanges with complete requirements, approvals, testing evidence, and release notes ÷ changes released × 100MonthlyUser acceptance completionChanges with documented business\-owner acceptance before production release ÷ changes requiring acceptance × 100MonthlyCritical incident restoration timeTime from confirmed critical incident to restoration of the affected service, measured against the approved targetPer incident and monthlyRecurring incident rateRepeat incidents for known root causes ÷ total incidents × 100Monthly and quarterlyAccess request processingApproved access requests completed within the agreed service target ÷ approved requests due × 100MonthlyDocumentation currencyIn\-scope custom modules, integrations, and procedures with reviewed and current documentation ÷ total in\-scope items × 100QuarterlyStakeholder satisfactionAverage score from an approved user or stakeholder feedback methodQuarterly **Measurement controls:** Separate incidents, service requests, and planned changes when reporting results. Exclude waiting time only where the service\-management policy defines a valid customer or third\-party dependency state. Measure production availability against the agreed monitoring source and service commitment; do not attribute Odoo.sh or external\-provider outages to the developer without confirming the cause. 6\. Authority The role exercises authority in accordance with the company’s IT security, change management, and delegation policies, which may include: * Recommending technical designs, tools, and implementation approaches. * Managing development and staging branches within approved access. * Rejecting or returning incomplete change requests for clarification. * Requesting business\-owner testing and approval before release. * Recommending production deployment, rollback, or incident escalation. * Temporarily restricting access or disabling affected functionality when necessary to contain a confirmed security or operational incident, following escalation procedures. * Administering user access only upon approved requests and within delegated permissions. The role does not independently approve business process changes, financial controls, production access exceptions, or contractual commitments with software vendors. 7\. Qualifications and Experience * Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field; equivalent practical experience may be considered. * At least **3 years of experience** developing, configuring, or supporting Odoo, with experience appropriate to the installed Odoo version. * Practical experience with Odoo module development, Python, PostgreSQL, XML, JavaScript, and web technologies used by the relevant Odoo version. * Experience with Odoo.sh, Git, branches, build logs, staging workflows, and controlled deployments. * Working knowledge of Odoo access rights, record rules, ORM, views, reports, scheduled actions, and module lifecycle. * Experience supporting business applications and users through a structured ticketing or service\-management process. * Experience with integrations, data import and migration, reporting, and troubleshooting is preferred. * Understanding of secure development, privacy, backup, change control, and least\-privilege access. * Strong written and spoken English; Arabic proficiency is preferred or required according to business needs. 8\. Required Competencies * Odoo technical development and configuration. * Structured troubleshooting and root\-cause analysis. * Secure coding and access\-control awareness. * Release, change, and environment management. * Testing, documentation, and quality discipline. * Clear communication with technical and non\-technical users. * Work prioritization and service orientation. * Collaboration across business functions. * Ownership, discretion, and attention to detail. 9\. Working Relationships * **Internal:** IT, Finance, Sales, Procurement, Inventory, HR, Operations, process owners, and end users. * **External:** Odoo, hosting or integration providers, implementation partners, and other approved technology vendors. 10\. Accountability Boundaries The role is accountable for the quality, supportability, documentation, and controlled delivery of assigned Odoo technical work, and for timely handling or escalation of support issues. Business process owners remain accountable for requirements, process decisions, and user acceptance. IT management or designated approvers retain authority for production releases, security exceptions, major architectural decisions, and business\-critical access approvals. Odoo.sh platform availability and services remain subject to the applicable provider commitments. 11\. Approval * **Prepared by:** \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ * **Reviewed by Human Resources:** \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ * **Reviewed by IT / Business Systems:** \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ * **Approved by Authorized Executive:** \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ * **Approval date:** \_\_\_\_ / \_\_\_\_ / \_\_\_\_\_\_ * **Next review date:** \_\_\_\_ / \_\_\_\_ / \_\_\_\_\_\_ **Implementation note:** Before approval, align the role with the company’s Odoo version and installed modules, support coverage hours, ticket priorities, release approvals, security policy, and separation of responsibilities between development, business acceptance, and production deployment. Pay: RO250\.000 \- RO350\.000 per month Work Location: In person