Oracle Fusion Cloud SCM OTM Functional

Job Description Oracle Customer Success Services As a key member of Oracle Customer Success Services, we will join an international network of experts dedicated to driving customer success through innovation and expertise. Our One Oracle approach ensures we will be part of a team delivering comprehensive, end-to-end services and solutions that accelerate the entire customer journey. Work alongside certified and experienced professionals, gaining exposure to cutting-edge technologies and methodologies, and enhancing your skills and credentials. Engage with a diverse range of customers, managing the full lifecycle of delivery and services, and ensuring each project has a tangible impact. Benefit from robust team support in a collaborative environment that prioritizes teamwork and mutual success. Join us in Oracle Customer Success Services and elevate your career with a company that values innovation, expertise, and customer-centric solutions. Key Responsibilities - 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 1. Can I confidently translate complex business and functional requirements into technical Oracle Fusion Transportation Management specifications and solutions 2. 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.) 3. Have I successfully supported diverse business processes such as planning, consolidation, and reporting in previous Fusion Cloud projects 4. Am I able to work independently, solve complex challenges, and adapt quickly in a fast-moving, service-oriented environment 1. Incident Management - Troubleshoot and resolve application issues: - Address user tickets, triage issues, and provide solutions for both functional and technical problems. - Prioritize and escalate: - Identify business-critical issues that require urgent attention or Oracle escalation. 2. End-User Support & Enablement - Respond to user queries: - Answer how to questions, guide on navigation, and help interpret application results and configurations. - Conduct training and knowledge sharing: - Provide onboarding, refresher, and update training to business users. 3. Configuration & Administration - Assist with configuration: - Help maintain SaaS configurations (workflows, business rules, roles, approvals, reports, data security, etc.), often in production and preview environments. - Support minor changes and regression tests during quarterly updates. 4. Service Request (SR) Management - Log and manage Service Requests (SRs) with Oracle: - Draft clear, detailed tickets for Oracle Support and manage lifecycle through resolution. - Monitor patch and bug progress and keep business updated. 5. Release & Patch Readiness - Analyze and communicate impact of quarterly updates: - Review What's New documents, pretest updates in sandboxes, and advise the business of changes or risks. - Regressions/UAT testing: - Coordinate or perform user acceptance and regression testing after updates. 6. Integration & Data Flow Support - Monitor and support integrations: - Troubleshoot issues with inbound/outbound integrations, APIs, file flows, and OIC/OFS. - Coordinate with IT or integration partners as needed. 8. Documentation & Knowledge Base - Maintain up-to-date support documentation: - Update FAQs, quick guides, and process manuals for evolving system and business processes. 9. Customer Experience - 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 - Ensure data privacy and compliance: - Follow all Oracle and customer organization data handling and privacy requirements. - Promote SaaS best practices (e.g., configure extend customize) and minimize system customizations. Career Level - IC3