Oracle OTM Solutions Analyst

Oracle OTM Solutions Analyst Reports To: Oracle Support Manager Location: Remote (within Mexico) Environment: Remote Work Schedule: This position is full-time and remote Monday through Friday from 8:00 AM to 5:00 PM Who We Are: Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico. Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry. Whether you’re just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers. Purpose of Your Work: As an Oracle OTM Solutions Analyst working within Innovate (one of our entities), you will be responsible for developing competitive technical and strategic skills while maintaining a high level of customer service required in today’s rapidly evolving, technology-focused marketplace. The ideal candidate will have a blend of operational, customer management, and analytical experience preferably gained within the transportation industry, with an emphasis on providing exemplary customer service and knowledge of technology and processes. A knack for problem-solving and quickly learning new skills (technical, process, or industry-related) are a plus. How You Make a Difference Everyday: 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 You’ve Got This? 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 What We Offer: 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) You will also receive benefits like 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 Redwood is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company’s needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination or any other aspect of employment on the basis of an individual’s actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.