Digital Factory Systems Support Analyst

Carrier; Monterrey; On-site; MXN 420,000 - 640,000; Full time

Job summary

Carrier is seeking a Digital Factory Support Analyst in Monterrey to serve as the first line of CMES support for factory users, ensuring system stability and rapid issue resolution to minimize production disruption. You will handle Level 1/2 incidents, coordinate with development or infrastructure teams, maintain guides and knowledge bases, and support onboarding.

Strong English, writing skills, and MES familiarity are required.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or equivalent.
• Proven analytical and troubleshooting abilities.
• Proficiency in technical writing and documentation.
• Excellent written and spoken English.
• Experience with ticket management and ticketing tools.
• Proficiency in Microsoft tools (SharePoint, Word, Visio).
• Understanding MES or manufacturing processes (nice to have).
• ITIL experience or certification (nice to have).

Responsibilities

• Act as Level 1 and Level 2 support for CMES incidents from factories, including logging, prioritizing, troubleshooting, and root cause analysis.
• Coordinate escalations to development or infrastructure teams and keep stakeholders updated on status and timelines.
• Monitor CMES performance and availability, identify recurring issues, and proactively flag risks to production continuity.
• Create and maintain user guides, troubleshooting playbooks, FAQs, knowledge base articles, and SharePoint repositories with proper version control.
• Guide factory users on CMES functionality and support onboarding and training of new users.
• Analyze support trends to reduce recurring issues and improve system usability with product and development teams.
• Support User Access Reviews and Privileged Access Reviews, and provide documentation for audits.
• Contribute to Disaster Recovery Plan documentation and participate in recovery simulations and tabletop exercises.
• Participate in on-call rotations for critical production issues.

Skills

Analytical

Organized

Communication

English proficiency

Education

Bachelor's degree in Information Technology or Computer Science

Tools

SharePoint

Word

Visio

Job description

Carrier is seeking a Digital Factory Support Analyst in Monterrey to serve as the first line of CMES support for factory users, ensuring system stability and rapid issue resolution to minimize production disruption. You will handle Level 1/2 incidents, coordinate with development or infrastructure teams, maintain guides and knowledge bases, and support onboarding.

Strong English, writing skills, and MES familiarity are required.