CMES Factory Support Analyst - Incident Resolution

3287 SSS Carrier, S. de R.L. de C.V.; Monterrey; Presencial; MXN 360.000 - 600.000; Jornada completa

Descripción de la vacante

Carrier Global Corporation seeks a Digital Factory Support Analyst to ensure CMES applications run reliably across manufacturing sites. You will be the first point of contact for factory users, handling incidents, documenting procedures, and driving continuous improvement to minimize disruptions.

The role emphasizes analytical problem-solving, strong English communication, and proficiency with ticket systems and Microsoft tools. On-site collaboration across sites is expected in Monterrey, Mexico.

Formación

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Analytical and problem-solving skills.
• Experience with technical documentation and process standardization.
• Strong written and spoken English communication.
• Experience with ticket management systems and incident tracking tools.
• Proficiency in Microsoft tools such as SharePoint, Word, and Visio.

Responsabilidades

• Providing Level 1 and Level 2 support for CMES-related incidents across manufacturing sites.
• Logging, tracking, and prioritizing incidents while performing initial troubleshooting and root cause analysis.
• Monitoring system performance and proactively identifying risks that may impact production continuity.
• Creating and maintaining documentation such as user guides, troubleshooting playbooks, and knowledge base articles.
• Supporting factory users through training, onboarding, and functional guidance.
• Driving continuous improvement by analyzing incident trends and enhancing system usability.
• Supporting access governance processes, including user access reviews and audit requirements.
• Contributing to disaster recovery planning, validation, and system resilience activities.

Conocimientos

Analytical skills

Problem solving

Documentation

Incident tracking

English communication

Ticket management systems

Educación

Bachelor's degree in IT/CS

Herramientas

SharePoint

Visio

Microsoft Office

Descripción del empleo

Carrier Global Corporation seeks a Digital Factory Support Analyst to ensure CMES applications run reliably across manufacturing sites. You will be the first point of contact for factory users, handling incidents, documenting procedures, and driving continuous improvement to minimize disruptions.

The role emphasizes analytical problem-solving, strong English communication, and proficiency with ticket systems and Microsoft tools. On-site collaboration across sites is expected in Monterrey, Mexico.