Digital Factory Support Analyst - CMES

Role Overview

The Digital Factory Support Analyst is responsible for providing first-line incident support for factories using CMES application, ensuring system stability, rapid issue resolution, and high user satisfaction.

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

·         Maintain accurate and accessible documentation for CMES applications

·         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

·         Collaborate with product and development teams to drive improvements

6. Access Governance & Audit Support

·         Support execution of User Access Reviews (UAR) and Privileged Access Reviews (PAR): Validate user roles and access against job responsibilities, identify and flag inappropriate or excessive access and coordinate remediation actions with system owners and IAM teams

·         Ensure incident and access activities are properly documented to support audit traceability

·         Provide evidence and documentation during internal and external audits

·         Maintain alignment with established governance processes and compliance requirements

7. Disaster Recovery & Resilience Support

·         Contribute to Disaster Recovery Plan (DRP) preparation: Support documentation of recovery procedures for CMES applications and identify system dependencies and recovery requirements

·         Participate in DRP simulations / tabletop exercises: Execute recovery steps and validate system restoration and provide feedback on gaps, risks, and improvement opportunities

·         Support validation of recovery readiness and system availability scenarios

·         Ensure documentation and knowledge base content reflects DRP procedures

Required skills.

·         Bachelor’s degree (or equivalent) in information technology or computer science.

·         Proven analytical abilities.

·         Proficiency in technical writing and processing documentation.

·         Excellent written/spoken English language skills.

·         Experience with ticket management and ticketing tools.

·         Proficiency in Microsoft tools suite (SharePoint, Word, Visio).

Preferred skills and qualifications

·         Understanding of MES and manufacturing processes.

·         ITIL experience.

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.

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