Digital Factory Support Analyst - CMES

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

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. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

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

• 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.

• 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

Nice to 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/Affirmative Action 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.

At Carrier we make modern life possible by delivering groundbreaking systems and services that help homes, buildings and shipping become safer, smarter and more sustainable. We exceed the expectations of our customers by anticipating industry trends, working tirelessly to master and revolutionize them. Our team of approximately 56,000 dedicated individuals continues to mold industry standards by pursuing the latest research and developments to improve the lives of our customers. We're constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world's first choice in security, shipping, and HVAC technology.