Engineering Specialist II

Konica Minolta Business Solutions, U.S.A., Inc.•Ramsey, NJ

About The Position

The 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.

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 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.
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.

Nice To Haves

Working knowledge of C# is preferred.
1+ year of experience working within the ServiceNow platform preferred.
Experience supporting contact center technologies, business process automation, and enterprise applications is a plus.

Responsibilities

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.
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.
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.