Engineering Specialist II

OverviewThe Engineering Specialist II serves as a key technical resource supporting contact center, service, and business technologies. This role is responsible for evaluating business requirements, implementing technology solutions, and optimizing systems that drive operational effectiveness. Working closely with cross-functional stakeholders, the Engineering Specialist II leads process improvement, automation, reporting, firmware management, knowledge management, and application development initiatives that enhance both the advisor and customer experience while ensuring the stability, scalability, and performance of critical business platforms.ResponsibilitiesFirmware & Product Information Management· Manage the download, review, testing coordination, and publication of firmware releases.· Coordinate firmware testing activities with the vCare and Escalation Systems & Support teams to determine release readiness for the U.S. market.· Communicate promptly with Konica Minolta International regarding escalation issues, firmware testing results, release approvals, and support requests.· Configure and maintain newly released product information sheets.· Review technical release notes and create concise summaries for internal stakeholders.· Maintain and update the ServiceNow firmware matrix and model reference catalogs.· Publish firmware files, documentation, and related materials on the Konica Minolta OneStop website.· Create and distribute weekly modification packages and facilitate recurring review meetings.· Remove End-of-Life (EOL) products and content as required.· Verify the accuracy and integrity of all published content prior to release.Knowledge Management & Website Administration· Conduct quality assurance reviews of technical knowledge articles prior to publication.· Approve technical knowledge articles for publication.· Maintain and administer the Konica Minolta OneStop website.· Identify, troubleshoot, and resolve website content and functionality issues.· Develop and maintain user documentation, training materials, and self-service resources.Technology & Application Support· Design, develop, test, implement, and support business applications and system enhancements.· Gather and analyze business requirements and translate them into effective technical solutions.· Identify opportunities to improve business process efficiency through automation and application development.· Maintain and enhance contact center technologies, integrations, reporting, and analytics capabilities.· Develop and maintain databases, workflows, system documentation, and technical procedures.· Monitor system performance and recommend technology improvements and process optimizations.· Collaborate with business leaders, subject matter experts, vendors, and infrastructure teams on strategic projects and continuous improvement initiatives.· Manage multiple projects and priorities while ensuring quality, reliability, and timely delivery.· Support and mentor team members through technical guidance, knowledge sharing, and best practices.Qualifications· Working knowledge of Konica Minolta office products and Production Print devices, including firmware management and print driver technologies.· Experience working within the ServiceNow platform and ecosystem.· Proficiency with JS· Proficiency with Microsoft Access, Excel, and other Microsoft Office applications.· Strong analytical, problem-solving, and troubleshooting skills.· Experience with JavaScript, system integrations, reporting solutions, web technologies, and application development methodologies.· Working knowledge of C# is preferred.· Strong written and verbal communication skills with the ability to effectively interact with technical and non-technical audiences.· Ability to translate business needs into technical requirements and technical concepts into business-friendly language.· Experience working in a fast-paced environment while managing multiple concurrent initiatives.· Strong organizational skills, attention to detail, and commitment to quality documentation and processes.Education & Experience· Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field; equivalent combination of education and relevant experience may be considered.· 2+ years of experience supporting business applications, systems administration, software development, or related technology functions.· 1+ year of experience working within the ServiceNow platform preferred.· Experience supporting contact center technologies, business process automation, and enterprise applications is a plus.About UsThis posting reflects an existing vacancy that we are actively recruiting for.Cette annonce correspond à un poste actuellement vacant pour lequel nous recrutons activement.About Konica MinoltaKonica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta’s 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact,” and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN’s MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence’s BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter. Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.Au sujet de Konica MinoltaSolutions d’affaires Konica Minolta (Konica Minolta) a entamé son parcours il y a plus de 150 ans, avec la volonté de voir et de faire les choses autrement. Elle fait équipe avec ses clients pour donner forme à leurs idées en appuyant leur transformation numérique grâce à un riche portefeuille de solutions pour un milieu de travail connecté et futé. Parmi ses technologies d’affaires, on retrouve des services de TI, la gestion intelligente de l’information, des solutions de sécurité vidéo et des services d’impression gérés ainsi que des technologies de bureau et des solutions d’impression industrielle et commerciale. L’année 2025 marque le 20e anniversaire de l’entrée de Konica Minolta dans le marché de l’impression de production; l’entreprise souligne « 20 années d’excellence, d’innovation et de résultats » tout en continuant d’être une figure de proue dans l’impression numérique commerciale. C’est aussi l’année où la marque bizhub de Konica Minolta célèbre ses 20 ans, au cours desquels la gamme a révolutionné la technologie de bureau, redéfini les processus des entreprises, et évolué continuellement pour répondre aux besoins des milieux de travail modernes, mue par les avancées technologiques et la volonté d’innover. Konica Minolta est fière de faire partie du palmarès 2025 des meilleurs grands employeurs d’Amérique de Forbes, d’avoir figuré à plusieurs reprises au palmarès CRN des 500 fournisseurs de services gérés, d’avoir été nommée la marque numéro un en matière de fidélité des clients sur le marché des appareils de bureau multifonctions par Brand Keys pendant 18 années consécutives, et de s’être vue décerner les prix BLI « A3 Line of the Year » 2021 et 2025 et « Most Colour Consistent A3 Brand » 2021-2023 de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l’entreprise sur Facebook, YouTube, LinkedIn et Twitter.Konica Minolta fonctionne selon un modèle de services partagés nord-américain qui permet d’harmoniser les priorités transfrontalières et d’améliorer la prestation de services aux organisations opérationnelles. Le modèle combine des fonctions de service américaine et canadienne afin d’offrir davantage de ressources aux services de soutien comme l’administration des ventes, la logistique et la chaîne d’approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.Salary Disclaimer Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate’s skills, experience, job‑related knowledge, geographic location, and specific business needs.Salaire- A titre indicatif Konica Minolta s'engage en faveur de pratiques de rémunération transparentes et équitables. Notre structure salariale est conçue pour soutenir la croissance des employés, permettant aux individus de progresser dans la fourchette salariale au fur et à mesure de leur progression. Le salaire de base réel proposé variera en fonction des compétences, de l'expérience, des connaissances liées au poste, de la localisation géographique et des besoins spécifiques de l'entreprise du candidat.AI Disclosure Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision.Mention d'utilisation de l'IA Konica Minolta Business Solutions (Canada) Ltd., ou ses prestataires tiers autorisés, peuvent utiliser des technologies d'intelligence artificielle pour soutenir certains aspects du processus de recrutement. Néanmoins, les candidatures sont examinées par notre équipe de recrutement, qui prend toujours la décision finale d'embauche. EOE StatementKonica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.Déclaration sur l’égalité des chances : Konica Minolta est un employeur souscrivant au principe de l’égalité d’accès à l’emploi et de l’action positive. Nous considérons tous les candidats qualifiés pour un emploi sans distinction de race, de couleur, de religion, de croyance, d'origine nationale, de sexe, de grossesse, d'âge, d'orientation sexuelle, de statut de personne transgenre, d'identité de genre, de handicap, d'aliénation ou de citoyenneté, d'état civil ou de partenariat, d'informations génétiques, de statut de vétéran ou de toute autre caractéristique protégée par les lois applicablesSolutions d’affaires Konica Minolta (Canada) Ltée. est un employeur d'opportunité égale.