Synergy Interactive

Compensation

Full Description

We are partnered with a global consultancy that is looking for an Application Support Engineer who specializes in Fluent Commerce OMS (Order Management System). This position starts as a 6-month contract with the potential to extend. This role is hybrid in Berkeley Heights, New Jersey. Job Description This position is to provide “2nd level of support” for all application-level production environment issues, user support queries, and requests. Responsibilities Below are the key roles and responsibilities for this position: • Interact with L1 and keep run-books and Standard support operational procedures (SOP) up-to-date • Perform Ad-hoc support tasks and prepare reports for the business • Troubleshoot all the new incidents/issues for which the knowledge base is not available and escalated by L1 team • Resolve the incidents/issues as per the agreed SLA • Address the service requests as per the agreed SLA • Follow the escalation process to escalate to the L3 team or the next level of support as per the escalation metric if unable to resolve the issue within the agreed time window • Prepare the Incident post-mortem / RCA (Root cause analysis) report of incidents and share it with all the stakeholders within the agreed timeline • Perform the shift handover activities as per the agreed SOPs • Participate in problem management, change management, knowledge management, and even management. • Update knowledge base with new learnings, changes in resolution steps, etc., in a timely manner • Ensure SLA/KPI (under control of L2 team, like incident response time are met, and collect/update data on it in the required tools • Help the shift/team lead prepare various operational reports required by internal and external stakeholders • Contribute to support reusable assets and internal knowledge sharing sessions • Work to build up skills for the L3 support level • Work on POC of different solutions, tools, etc. POC • Coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events etc. • Work on the automation of manual activities, if possible, and share the details of automation opportunities with the L3 team Qualifications • OMS – Fluent Commerce Platform: Experience in working with the Fluent Commerce Order Management System for managing order lifecycles, inventory availability, and fulfillment logic; knowledge of integrating Fluent OMS with frontend and backend systems through APIs and event-driven architecture. • Java/J2EE: Proficient in developing enterprise-grade applications using Java and J2EE technologies such as Servlets, JSP, EJB, JDBC, and Spring framework; understanding of multithreading, exception handling, and RESTful service development. • SAP GUI: Working knowledge of SAP Graphical User Interface (SAP GUI) for interacting with SAP ERP modules; capable of performing transactions, data validation, and supporting functional teams in navigating and using SAP environments effectively.