Provide day-to-day functional and technical support for Oracle Transportation Management (OTM), actively diagnosing, troubleshooting, and resolving customer-reported issues and inquiries.
Manage and respond to support tickets in accordance with defined Service Level Agreements (SLAs), ensuring timely communication, resolution, and customer satisfaction.
Resolve a wide range of support requests, including user access management, system configuration, data corrections, and solution enhancements.
Collaborate with customers on weekly customer status calls reviewing ticket backlog, prioritization, and resolution progress.
Execute quarterly regression testing in support of quarterly Oracle Cloud upgrades, identifying defects, validating fixes, and ensuring system stability.
Create and maintain Innovate Support knowledge base documentation

4-year degree from an accredited university or relevant Oracle Transportation Management experience
Minimum 2 years' experience configuring and supporting OTM platform
Have functional transportation knowledge in the following areas: TL vs LTL, Multi-stop shipments, Tendering, Carrier assignment, Routing concepts, Freight costs, Appointment scheduling, Shipment execution lifecycle
Experience troubleshooting the following: Integration, planning failures, Tender issues, Rate lookup/user access/security problems, XML errors
Must be proficient using SQL and comfortable using in the following ways: Query OTM tables, Read transactional data, Validate statuses, Trace objects, SELECT statements, JOINs, Filtering, reading key OTM tables

Life Insurance policy for you starting 30 days after employment
Personal Health Insurance coverage for you
Major Medical 30 days
Aguinaldo Christmas bonus or prorated percentage your first year
Vacation time starting at 12 days. Additional days will increase per Mexican Law
Premium Vacation 50% vacation days (Prima vacacional)
Saving Plan (Fondo de Ahorro)
Grocery Card (Vales De Despensa)
Cell Phone Allowance of $800 pesos per month minus applicable taxes

OTM Solutions Analyst

Key skills