Oracle OTM Solutions Analyst

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? 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 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 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 Work Schedule This position is full-time and remote Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage. Compensation Range Salary Range: $55,000 - $65,000 This position is eligible to earn annual incentives based on individual and company performance. The estimated pay range reflects an anticipated range for this position. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the geographical location in which the applicant lives and/or which they will be performing the job. #J-18808-Ljbffr Redwood Logistics LLC