Operate and evolve SAN/SAR tooling (e.g., FSM/M5), troubleshoot incidents, monitor system health, translate business needs into configurations, prepare test/production environments, support migration to Dynamics 365, and identify automation/AI opportunities while improving procedures and documenting solutions.
Join our Team
About this opportunity
Are you excited by the idea of keeping business-critical systems running while helping to shape their next generation? As an IT System Expert - SAN/SAR, you will support Ericsson's global Hardware Services organization by operating and evolving the tooling that enables Service Area Repair - today on platforms like FSM/M5, and tomorrow on Dynamics 365 (D365) with AI, machine learning and automation at the core.
You will join a global, multicultural team of around 15 colleagues based in China, the Netherlands, India, Malaysia, the US and Mexico. Together we support ~1,000 customer contracts that deliver Hardware Services, mainly spare-part replacements, so your work has a direct impact on reverse-logistics and supply-chain performance for customers worldwide.
What you will do
• Act as a first-line system expert for SAN/SAR tools (for example FSM/M5), keeping systems available, stable and secure
• Troubleshoot and resolve incidents and service requests, coordinating with Level 2/3 teams and vendors where needed
• Monitor system health and key KPIs, taking proactive action to prevent or minimize business impact
• Translate business and operational demands into clear system requirements and configuration changes
• Support the migration from current tooling (including FSM/M5) to new SAN/SAR applications based on Dynamics 365 (D365)
• Prepare and maintain test and production environments, and support testing, cutover, go-live and hyper-care
• Identify and implement opportunities to use AI, machine learning and automation in monitoring, ticket handling and routine tasks
• Execute changes, upgrades and patches following agreed methods and procedures, improving MOPs/SOPs over time
• Use operational and performance data to spot trends, bottlenecks and improvement opportunities
• Share knowledge, document solutions and contribute to a positive, "can-do" team culture across countries and time zones
Who you are
You enjoy solving problems, working with technology and collaborating with people from different backgrounds. You are comfortable taking ownership, but also know when to ask questions and involve others.
You bring:
• Bachelor's degree or higher in IT, Computer Science or a related field (or equivalent experience)
• Solid understanding of IT systems and platforms
• Understanding of reverse-logistics and supply-chain operations
• Experience with services or Services R&D / service-development processes
• Proficiency in English, both written and spoken
• Knowledge and hands-on experience with Dynamics 365 (D365) or similar ERP / field-service platforms
• Basic knowledge of cloud technologies and SaaS platforms
• Strong skills or strong interest in AI and machine learning, together with automation competence, and awareness of IT security and access management principles
• A customer-focused mindset, strong collaboration skills and an outgoing, communicative personality
Nice to have (or ready to learn)
• Experience with SAN/SAR or similar repair / reverse-logistics domains
• Familiarity with FSM/M5 or comparable service-management tools
• Experience with monitoring, observability and automation tools
• Understanding of Ericsson ways of working, governance and change-management processes
About this opportunity
Are you excited by the idea of keeping business-critical systems running while helping to shape their next generation? As an IT System Expert - SAN/SAR, you will support Ericsson's global Hardware Services organization by operating and evolving the tooling that enables Service Area Repair - today on platforms like FSM/M5, and tomorrow on Dynamics 365 (D365) with AI, machine learning and automation at the core.
You will join a global, multicultural team of around 15 colleagues based in China, the Netherlands, India, Malaysia, the US and Mexico. Together we support ~1,000 customer contracts that deliver Hardware Services, mainly spare-part replacements, so your work has a direct impact on reverse-logistics and supply-chain performance for customers worldwide.
What you will do
• Act as a first-line system expert for SAN/SAR tools (for example FSM/M5), keeping systems available, stable and secure
• Troubleshoot and resolve incidents and service requests, coordinating with Level 2/3 teams and vendors where needed
• Monitor system health and key KPIs, taking proactive action to prevent or minimize business impact
• Translate business and operational demands into clear system requirements and configuration changes
• Support the migration from current tooling (including FSM/M5) to new SAN/SAR applications based on Dynamics 365 (D365)
• Prepare and maintain test and production environments, and support testing, cutover, go-live and hyper-care
• Identify and implement opportunities to use AI, machine learning and automation in monitoring, ticket handling and routine tasks
• Execute changes, upgrades and patches following agreed methods and procedures, improving MOPs/SOPs over time
• Use operational and performance data to spot trends, bottlenecks and improvement opportunities
• Share knowledge, document solutions and contribute to a positive, "can-do" team culture across countries and time zones
Who you are
You enjoy solving problems, working with technology and collaborating with people from different backgrounds. You are comfortable taking ownership, but also know when to ask questions and involve others.
You bring:
• Bachelor's degree or higher in IT, Computer Science or a related field (or equivalent experience)
• Solid understanding of IT systems and platforms
• Understanding of reverse-logistics and supply-chain operations
• Experience with services or Services R&D / service-development processes
• Proficiency in English, both written and spoken
• Knowledge and hands-on experience with Dynamics 365 (D365) or similar ERP / field-service platforms
• Basic knowledge of cloud technologies and SaaS platforms
• Strong skills or strong interest in AI and machine learning, together with automation competence, and awareness of IT security and access management principles
• A customer-focused mindset, strong collaboration skills and an outgoing, communicative personality
Nice to have (or ready to learn)
• Experience with SAN/SAR or similar repair / reverse-logistics domains
• Familiarity with FSM/M5 or comparable service-management tools
• Experience with monitoring, observability and automation tools
• Understanding of Ericsson ways of working, governance and change-management processes
Ericsson Morristown, New Jersey, USA Office
Ericsson Morristown Office Office
Leafy suburban setting with a strong corporate presence. Close to parks, historic downtown Morristown and direct train links to New York City.
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