The Oracle Transportation Management (OTM) Functional Support Expert is part of a global Oracle ERP Run organization. Based in Mexico, the role provides near-shore expert support to Americas users for Oracle Transportation Management and its connected ERP, logistics and integration ecosystem.
The role acts as the functional and techno-functional reference for OTM during Americas business hours, with responsibility for complex incident analysis, troubleshooting, workaround definition, escalation and knowledge capitalization. The expert works as an extension of a global Oracle competence center and supports service continuity across transportation and logistics processes.
The position requires strong hands-on OTM expertise and the ability to investigate issues across configuration, master data, business rules, interfaces and operational transportation flows.
Your Role:
- Provide expert functional and techno-functional support for Oracle Transportation Management (OTM) and related logistics integrations used by Americas business users.
- Take ownership of complex and urgent incidents affecting transportation planning, shipment execution, rates, routing, tendering, freight settlement, tracking or connected processes.
- Perform advanced troubleshooting across OTM configuration, business rules, master data, transactions, interfaces and integration messages.
- Define workarounds, identify likely root causes and coordinate permanent resolution with L3, integration teams or Oracle Product Support.
Specific responsibilities may include:
- Support transportation order management, planning and optimization, shipment management, routing, rates and rate offerings, carrier management, tendering and execution.
- Support freight payment/settlement and transportation cost processes where applicable.
- Investigate issues involving locations, itineraries, service providers, equipment, calendars, constraints, master data and business rules.
- Analyze OTM integrations with Oracle ERP and other logistics, warehouse, order management, finance, middleware or external carrier systems.
- Review interface failures and data inconsistencies and provide clear evidence to technical/integration teams.
- Maintain high-quality incident documentation, user communication, knowledge articles and known-error information.
- Contribute to regression testing, release validation, hypercare and continuous improvement of OTM support practices.
- Provide guidance and knowledge transfer to L1/L2 support teams and business key users.
Scope of Support:
- Oracle Transportation Management functional and techno-functional support across transportation planning, optimization, shipment execution, rates, routing, carrier management, tendering, tracking and freight settlement.
- OTM master data, configuration, business rules and operational transactions.
- Integrations with Oracle ERP and connected logistics, order management, warehouse, finance, middleware and external carrier systems.
- Americas users and support teams requiring near-shore expert coverage during regional business hours.
- Expert incident analysis, workaround definition, escalation preparation, release validation, hypercare and knowledge transfer.
- Bachelor’s degree in Information Systems, Supply Chain, Logistics, Engineering, Business Administration or equivalent professional experience.
- Typically 5–8 years of experience with Oracle Transportation Management, including hands-on functional support in an international environment.
- Strong functional knowledge of OTM transportation planning and execution processes, including orders, shipments, routing, rates, carriers, tendering and tracking.
- Good understanding of freight settlement/payment processes and transportation costing where applicable.
- Proven ability to troubleshoot OTM configuration, master data, business rules, transactional issues and integration failures.
- Experience with OTM integrations to Oracle ERP and/or external logistics, order management, warehouse, finance, middleware or carrier platforms.
- Proven L2/L3 application support experience, incident management, root-cause analysis, workaround definition and structured escalation.
- Experience with ITSM tools and SLA-driven support processes.
- Fluent English is mandatory; Spanish is expected for local collaboration in Mexico. French is a plus.
Professional Skills Requirements:
- Strong analytical and troubleshooting skills with a high level of autonomy.
- Good understanding of transportation and logistics business processes.
- Ability to communicate clearly with business users, logistics stakeholders, integration teams and global support teams.
- Strong ownership and ability to manage urgent incidents under time pressure.
- Structured documentation and knowledge-transfer capabilities in a multicultural environment.
Success Criteria:
- Critical OTM incidents are rapidly qualified, owned and progressed with clear business communication.
- Complex functional issues are resolved autonomously where possible, with effective escalation when deeper technical intervention is required.
- Integration-related incidents contain sufficient evidence and analysis to accelerate resolution by technical teams.
- Recurring OTM issues are converted into knowledge articles, known errors or improvement actions.
- Americas transportation users benefit from responsive near-shore support aligned with global Oracle support standards.
All our positions are open to both women and men and are, of course, open to people with disabilities.