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
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) and Grocery Card (Vales De Despensa) 6% or the Maximum amount by Mexican Law
You will be provided a Cell Phone Allowance of $800 pesos per month minus applicable taxes

OTM Solutions Analyst

Key skills