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Beretta Clima Italia Logo Beretta Clima Italia · IT - Software Development

Digital Factory Support Analyst - CMES

Mexico, Monterrey Employment contract · Job Posted June 15, 2026
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Job Description

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.

Job Responsibility

  • 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
  • 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
  • Create and maintain user guides and work instructions
  • Create and maintain troubleshooting playbooks
  • Create and maintain FAQs and knowledge base articles
  • Create and maintain document repositories (e.g., SharePoint sites)
  • Maintain document master list and version control
  • Publish updates, release notes, and change logs
  • 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
  • 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
  • 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
  • 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
  • Contribute to Disaster Recovery Plan (DRP) preparation
  • Support documentation of recovery procedures for CMES applications
  • Identify system dependencies and recovery requirements
  • Participate in DRP simulations / tabletop exercises
  • Execute recovery steps and validate system restoration
  • 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

Requirements

  • 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)
  • Understanding of MES and manufacturing processes
  • ITIL experience

Nice to have

  • Understanding of MES and manufacturing processes
  • ITIL experience
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