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

A 4-year degree from an accredited university is preferred, or an equivalent combination of education and transportation industry experience
Experience utilizing a transportation management system (TMS), warehouse management system (WMS), or a type of enterprise resource planning system (ERP) is preferred, but not required
Experience utilizing an IT Support Ticketing system is preferred, but not required
Superior analytic skills to deliver value to Redwood Innovate Support customers
Strong problem-solving and critical-thinking skills
Strong communication and interpersonal skills
A self-starter who is flexible, highly motivated, eager to learn, and enjoys working on a team

Access to experts and resources for your Learning & Development journey
Opportunity for internal mobility
Employee referral bonus program
Employee Resource Groups (ERGs)
Annual fundraising and volunteer events to give back to communities
Paid time off, floating holidays, time off to volunteer and rollover
Paid parental leave
Medical, dental, vision and 401k plans (with match)
Flexible spending account, mass transit and dependent care plans available
Health savings account, with a annual company contribution for plan participants
Short-term and long-term disability; life insurance policies subsidized by company
Additional benefits including pet insurance, accident care, access to legal advice and more

OTM Solutions Analyst

Key skills