Role Overview

This role acts as the primary interface between factory users and technical teams, while driving standardization and continuous improvement through structured documentation and knowledge management.
- Objectives of this role- Ensure rapid resolution of CMES incidents to minimize production disruption
- Provide reliable, consistent factory support across sites
- Enable self-service and knowledge reuse through well-structured knowledge assets
- Drive continuous improvement in support processes and system usability.
- Responsibilities
- 1. Incident Management & Factory Support- Act as Level 1 / Level 2 support for CMES-related issues from factories
- Log, categorize, prioritize, and track incidents in ticketing systems
- Perform initial troubleshooting and root cause analysis
- Coordinate escalation to development or infrastructure teams when required
- Communicate status updates and resolution timelines to stakeholders
- Support on-call rotations for critical production issues
- 2. System Monitoring & Stability- Monitor CMES system performance and availability




- Identify recurring issues and support problem management efforts:
- Proactively flag risks impacting production continuity
- Support validation of fixes and system recovery
- 3. Documentation & Knowledge Management- Create and maintain:
- User guides and work instructions
- Troubleshooting playbooks
- FAQs and knowledge base articles
- Document repositories (e.g., SharePoint sites)
- Maintain document master list and version control:
- Publish updates, release notes, and change logs
- 4. User Support & Enablement- Provide guidance to factory users on CMES functionality.
- Support onboarding and training of new users.
- Ensure users are aligned with standard processes and best practices.
- 5. Continuous Improvement- Analyze support trends (incident types, frequency, resolution times)
- Identify opportunities to reduce recurring issues, improve system usability and enhance documentation quality
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📌 Digital Factory Support Analyst (Monterrey)
🏢 Carrier
📍 Monterrey