OTM Functional Support Expert (Remote - Americas)

Everience Benelux; México; On-site; MXN 600,000 - 900,000; Full time

Job summary

Everience is seeking an Oracle Transportation Management (OTM) Functional Support Expert based in Mexico to provide near-shore support to Americas users for OTM and its connected ERP, logistics and integration ecosystem.

The role acts as the functional and techno-functional reference for OTM during Americas business hours, handling complex incidents, troubleshooting, workarounds, escalation and knowledge capitalization.

Qualifications

• Bachelor’s degree in Information Systems, Supply Chain, Logistics, Engineering, Business Administration or equivalent.
• 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.

Responsibilities

• 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.
• 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.

Skills

OTM knowledge

Incident management

Root-cause analysis

ITSM tools

English fluency

Spanish language

Communication with stakeholders

Multinational collaboration

Education

Bachelor’s degree in Information Systems, Supply Chain, Logistics, Engineering, Business Administration or equivalent

Tools

Oracle Transportation Management

Oracle ERP

Middleware

Integration platforms

Job description

Everience is seeking an Oracle Transportation Management (OTM) Functional Support Expert based in Mexico to provide near-shore support to Americas users for OTM and its connected ERP, logistics and integration ecosystem.

The role acts as the functional and techno-functional reference for OTM during Americas business hours, handling complex incidents, troubleshooting, workarounds, escalation and knowledge capitalization.