- Implementation/Support experience on OTM modules like Order Management, Contract and Rate Management, Shipment Management, Business Process Automation, Global Trade management, Fleet Management and Fright Settlement.
- Responsibilities include but not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional and Technical issues of complex and critical service requests. The focus of this position is to provide Customer Service on a functional level and to ultimately drive complete and total resolution of each issue reported by customer.
- Stay up to date on Oracle OTM advancements, recommending best practices and continuous improvements.
- Contribute to a collaborative, knowledge-sharing team culture.
Qualifications Skills
Mandatory:
- Bachelor s degree (BE, BTech, MCA)
- Minimum 5 years experience with at least four Oracle Transportation Management Cloud t Cloud products (Order Management, Contract and Rate Management, Shipment Management, Business Process Automation, Global Trade management, Fleet Management and Fright Settlement.).
- Deep functional understanding of business processes and supply chain solution areas.
- Demonstrated expertise in Supporting Cloud OTM modules
- Proficiency with at least basic report developing (BIP, OTBI).
- Strong analytical and problem-solving skills.
- Ability to thrive in a fast-paced, dynamic environment with minimal supervision.
Good-to-Have:
- Excellent communication and project management skills, including stakeholder and team facilitation.
- Experience with Service Requests (SRs), Request for Change (RFCs), and My Oracle Support.
Self-Assessment Questions
- Can I confidently translate complex business and functional requirements into technical Oracle Fusion Transportation Management specifications and solutions
- Do I have hands-on experience implementing and supporting at least two Oracle Transport Management Cloud products (e.g., Order Management, Contract and Rate Management, Shipment Management, Business Process Automation, Global Trade management, Fleet Management and Fright Settlement.)
- Have I successfully supported diverse business processes such as planning, consolidation, and reporting in previous Fusion Cloud projects
- Am I able to work independently, solve complex challenges, and adapt quickly in a fast-moving, service-oriented environment
1. Incident Management
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Troubleshoot and resolve application issues:
- Address user tickets, triage issues, and provide solutions for both functional and technical problems.
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Prioritize and escalate:
- Identify business-critical issues that require urgent attention or Oracle escalation.
2. End-User Support Enablement
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Respond to user queries:
- Answer how to questions, guide on navigation, and help interpret application results and configurations.
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Conduct training and knowledge sharing:
- Provide onboarding, refresher, and update training to business users.
3. Configuration Administration
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Assist with configuration:
- Help maintain SaaS configurations (workflows, business rules, roles, approvals, reports, data security, etc.), often in production and preview environments.
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Support minor changes and regression tests
during quarterly updates.
4. Service Request (SR) Management
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Log and manage Service Requests (SRs) with Oracle:
- Draft clear, detailed tickets for Oracle Support and manage lifecycle through resolution.
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Monitor patch and bug progress
and keep business updated.
5. Release Patch Readiness
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Analyze and communicate impact of quarterly updates:
- Review What s New documents, pretest updates in sandboxes, and advise the business of changes or risks.
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Regressions/UAT testing:
- Coordinate or perform user acceptance and regression testing after updates.
6. Integration Data Flow Support
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Monitor and support integrations:
- Troubleshoot issues with inbound/outbound integrations, APIs, file flows, and OIC/OFS.
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Coordinate with IT or integration partners as needed.
8. Documentation Knowledge Base
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Maintain up-to-date support documentation:
- Update FAQs, quick guides, and process manuals for evolving system and business processes.
9. Customer Experience
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Advocate for user satisfaction:
- Act as the voice of the user when working with Oracle or internal IT, collect feedback, and recommend enhancements when recurring pain points are identified.
10. Compliance Best Practice
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Ensure data privacy and compliance:
- Follow all Oracle and customer organization data handling and privacy requirements.
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Promote SaaS best practices
(e.g., configure > extend > customize) and minimize system customizations.
