Engineering Specialist II

This role serves as a key technical resource supporting contact center, service, and business technologies. The Engineering Specialist II evaluates business requirements, implements technology solutions, and optimizes systems to drive operational effectiveness. Working closely with cross-functional stakeholders, this position leads process improvement, automation, reporting, firmware management, knowledge management, and application development initiatives that enhance both advisor and customer experiences while ensuring stability, scalability, and performance of critical business platforms.

Responsibilities

• Firmware & 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.

Requirements

• 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 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.

Qualifications

• 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 Us

Konica Minolta Business Solutions' journey started over 150 years ago with a vision to see and do things differently. The company partners with clients to support their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions, managed print services, office technology, and industrial and commercial print solutions.

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.

Konica Minolta operates on a North American Shared Services model, aligning cross-border priorities and enhancing delivery to its field organization by combining service functions in the U.S. and Canada.