Digital Factory Support Analyst - CMES

Carrier Global Corporation; Monterrey; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Carrier Global Corporation seeks a Digital Factory Support Analyst to ensure CMES applications run smoothly across Monterrey manufacturing sites. You will be the first contact for factory users, handling incident resolution and documenting processes.

Responsibilities include Level 1/2 incident support, root cause analysis, monitoring performance, and creating user guides and knowledge base articles. Strong English communication and ITIL familiarity are preferred for effective cross-site

Formación

• : Bachelor's degree in Information Technology, Computer Science, or a related field.
• : Proven analytical and problem-solving skills
• : Experience in technical documentation and process standardization
• : Strong written and spoken English communication skills
• : 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 thinking

Problem solving

Customer focus

Written and spoken English

Incident resolution

Documentation

Ticketing systems

MS Office

Educación

Bachelor's degree in Information Technology or Computer Science

Herramientas

SharePoint

Word

Visio

Descripción del empleo

About Carrier

Carrier Global Corporation, a global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety, and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality, and transportation, we improve lives, empower critical industries, and ensure the safe transport of food, life-saving medicines, and more.

About the role

As a Digital Factory Support Analyst, you will play a key role in ensuring the stability and performance of CMES applications across manufacturing sites. You will act as the first point of contact for factory users, supporting incident resolution and driving continuous improvement through effective documentation and knowledge management.

This role has a direct impact on manufacturing operations by minimizing disruptions, enhancing system usability, and enabling standardized support practices across sites.

Key Responsibilities

As a Digital Factory Support Analyst, you'll be responsible for:

• 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

Requirements

We are looking for analytical, detail-oriented professionals with a strong customer focus and a passion for operational excellence. If this is you, get in touch.

As a minimum you must have:

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

Although not necessary, it would be nice if you have:

• Understanding of MES systems and manufacturing processes
• Experience with ITIL frameworks and best practices
• Exposure to system monitoring, automation, or production environments

Benefits

We offer a competitive total rewards package that may include other benefits and well-being programs. Offerings vary by role and location and are designed to support employees' health, security, and success.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.

Carrier is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.