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 Logistics product OTM, GTM and WMS modules like Order Management, Contract and Rate Management, Shipment Management, Business Process Automation, Global Trade management, Fleet Management, Fright Settlement, Inbound, outbound and Putaway Process
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, GTM and WMS 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 with strong knowledge in Logistics products module (Order Management, Contract and Rate Management, Shipment Management, Business Process Automation, Global Trade management, Fleet Management, Fright Settlement, Inbound, outbound and Putaway Process).
Deep functional understanding of business processes and supply chain solution areas.
Demonstrated expertise in Supporting oracle Cloud OTM, GTM and WMS 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 Logistics cloud products OTM, GTM and WMS (e.g., Order Management, Contract and Rate Management, Shipment Management, Business Process Automation, Global Trade management, Fleet Management, Fright Settlement, Inbound, outbound and Putaway Process)
Have I successfully supported diverse business processes such as planning, consolidation, and reporting in previous Fusion Cloud projects

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.

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