About the role
As a Digital Factory Support Analyst, you will be the first line of support for our factories using the CMES application, keeping systems stable, resolving issues quickly, and minimizing any disruption to production. You will be the primary link between factory users and technical teams, while driving standardization and continuous improvement through clear documentation and knowledge management.

Key Responsibilities
As a Digital Factory Support Analyst, you’ll be responsible for:
Acting as Level 1 and Level 2 support for CMES incidents from factories, including logging, prioritizing, troubleshooting, and root cause analysis
Coordinating escalations to development or infrastructure teams and keeping stakeholders updated on status and resolution timelines
Monitoring CMES performance and availability, identifying recurring issues, and proactively flagging risks to production continuity
Creating and maintaining user guides, troubleshooting playbooks, FAQs, knowledge base articles, and SharePoint repositories with proper version control
Guiding factory users on CMES functionality and supporting the onboarding and training of new users
Analyzing support trends to reduce recurring issues and improve system usability, in collaboration with product and development teams
Supporting User Access Reviews and Privileged Access Reviews, and providing documentation and evidence for internal and external audits
Contributing to Disaster Recovery Plan documentation and participating in recovery simulations and tabletop exercises




Participating in on-call rotations for critical production issues

Requirements
We are looking for people who are analytical, organized, and great communicators. If this is you, get in touch.
As a minimum you must have:
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)
Although not necessary, it would be nice if you have:
Understanding of MES and manufacturing processes
ITIL experience or certification

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 . 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.

📌 Digital Factory Support Analyst-CMES (Monterrey)
🏢 Carrier
📍 Monterrey