Provide day-to-day functional and technical support for Oracle Transportation Management (OTM)
Actively diagnose, troubleshoot, and resolve customer-reported issues and inquiries
Manage and respond to support tickets in accordance with defined Service Level Agreements (SLAs)
Ensure 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 status calls reviewing ticket backlog, prioritization, and resolution progress
Execute quarterly regression testing in support of quarterly Oracle Cloud upgrades
Identify defects, validate fixes, and ensure 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 TL vs LTL, Multi-stop shipments, Tendering, Carrier assignment, Routing concepts, Freight costs, Appointment scheduling, Shipment execution lifecycle
Experience troubleshooting Integration, planning failures, Tender issues, Rate lookup/user access/security problems, XML errors
Must be proficient using SQL and comfortable using it to Query OTM tables, Read transactional data, Validate statuses, Trace objects, SELECT statements, JOINs, Filtering, reading key OTM tables

Health Insurance coverage for you
Major Medical 30 days
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) 6% or the Maximum amount by Mexican Law
Cell Phone Allowance of $800 pesos per month minus applicable taxes

OTM Solutions Analyst

Key skills