Job Description:

• 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

Requirements:

• 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

Benefits:

• 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