TMS Support Specialist

Oticon, Inc; Franklin Township (NJ); On-site; USD 85,000 - 120,000; Full time

Job summary

Oticon, Inc is seeking a Transport Management System (TMS) support professional to optimize and sustain daily TMS operations. You will work with Logistics, IT and business stakeholders to resolve issues, drive improvements, and ensure smooth integration with ERP and carrier systems.

The role emphasizes incident management, backlog governance in ServiceNow, and knowledge transfer to superusers across markets.

Qualifications

• Bachelor's degree in IT, Logistics, Supply Chain, Business, Finance, or related field.
• Experience in application support or ERP/TMS environments is preferred.
• Experience with Dynamics 365 Finance & Operations or AX2012 is a strong advantage.
• Understanding transport, distribution, warehouse, carrier and order-to-delivery processes.

Responsibilities

• Provide ongoing support to superusers and business users within TMS.
• Own incidents, service requests, and tasks until closure.
• Monitor backlog in ServiceNow and prioritize tickets.
• Troubleshoot integrations between TMS, ERP, carriers and warehouses.
• Collaborate with Logistics, IT, ERP, and external vendors.
• Support transport, distribution, carrier booking, and shipment processes.
• Contribute to process improvements and standardization across markets.
• Facilitate training and document application processes.
• Assist with UAT, release activities, and changes related to TMS.

Skills

English communication

Stakeholder collaboration

Analytical thinking

Problem solving

Travel readiness

Education

Bachelor's degree in IT / Logistics / Supply Chain / Business / Finance

Tools

ServiceNow

Dynamics 365 Finance & Operations

Job description

Overview

This position is located in Mexico City, Mexico.

Are you passionate about supporting logistics and transportation processes through smart, reliable system solutions? Do you enjoy working close to the business, solving complex application issues, and helping global teams operate more efficiently?

Join our international team as a key player supporting, optimizing, and further developing our Transport Management System. In this role, you will work closely with logistics, supply chain, IT, and business stakeholders to ensure stable daily operations, efficient issue resolution, and continuous improvement of transport-related processes.

You will be part of a collaborative and forward-thinking environment where your application knowledge, problem-solving skills, and understanding of transport and distribution flows will have a real impact on users across countries. Experience with Dynamics 365 Finance & Operations will be considered a strong advantage, especially in relation to integrations, order flows, warehouse, distribution, and finance-related processes.

Responsibilities

• Providing ongoing support to superusers and business users within TMS, including issue triage, analysis, and timely resolution
• Taking ownership of incidents, service requests, and application-related tasks until closure
• Monitoring and maintaining the backlog in ServiceNow and ensuring that tickets are handled according to business priorities
• Supporting and troubleshooting integrations between TMS, ERP systems, carriers, warehouses, and other logistics platforms
• Collaborating with cross-functional teams, including Logistics, Supply Chain, IT, ERP, warehouse operations, and external vendors
• Supporting transport, distribution, carrier booking, label generation, tracking, freight, and shipment-related processes
• Contributing to system improvements, process optimization, and standardization across markets and business units
• Facilitating superuser training, knowledge sharing, and documentation of application processes
• Supporting UAT testing, release activities, and validation of changes related to TMS and connected systems
• Participating in projects and initiatives by contributing business process knowledge and application insights

Qualifications

• Bachelor's degree within IT, Logistics, Supply Chain, Business, Finance, or a related field
• Experience in application support, system consulting, business support, or a similar role within logistics, supply chain, ERP, or TMS environments
• Experience with Dynamics 365 Finance & Operations, AX2012, or another ERP system will be considered a strong advantage
• Understanding of transport, distribution, warehouse, carrier, order-to-delivery, and supply chain processes
• Experience with incident, change, and service request management, preferably using ServiceNow
• Ability to analyze business needs and translate them into application or process improvements
• Strong communication skills in English and the ability to work effectively with international stakeholders
• Ability to collaborate across business and IT teams in a multicultural environment
• Travel availability is expected

The Company is an Equal Opportunity / Affi…

DESIRED COMPETENCIES

• Practical knowledge of TMS configuration, carrier integrations, shipping flows, labels, tracking, and transport execution processes
• Experience supporting integrations between TMS, ERP, warehouse systems, and external carriers
• Experience with D365 Finance & Operations in areas such as sales orders, warehouse management, logistics, finance, or distribution
• Strong analytical and troubleshooting skills
• Comfortable working with diverse stakeholders in fast-changing environments
• Proven ability to work efficiently under pressure and handle requests from multiple teams simultaneously
• A proactive, structured, and solution-oriented mindset
• Willingness to continuously learn and share knowledge with others

COMPANY VALUES

We create trust

We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity, and respect. We always keep our promises.

We are team players

We collaborate and network effectively across Demant. We take initiative and help each other achieve our ambitious goals.

We create innovative solutions

We challenge ourselves to improve and find new, value-adding solutions. We are curious and share ideas and insights to increase our collective innovativeness.

We apply a can-do attitude

We always look for opportunities to support the business and do our best to add value to our customers. We find solutions and act.