Digital Factory Support Specialist

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

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