Technical Specialist - Information Management Solutions

The IM Solutions Specialist manages the technical performance and end-to-end delivery of information management solutions across the full product lifecycle—from pre-launch and pre-sales activities through implementation, post-sales support, second-level helpdesk, and training. The role ensures demos and implementations are completed on-time and within budget, meets customer expectations, and identifies opportunities for add-on sales and services.

Solution Discovery & Analysis    

• Engage with business units to understand processes, document flows, and compliance requirements.

• Conduct onsite or remote assessments to map existing workflows and identify automation opportunities.

• Produce requirement documentation, functional specifications, and solution outlines.

Design and Architecture

• Design system architecture for Information Management and Scanning Capture solutions, including metadata structures, workflow logic, security models, and integration points.

• Define best practices for document classification, retention, scanning standards, OCR quality, and workflow optimisation.

Implementation and Configuration

• Configure Information Management repositories, categories, permissions, workflow automation, and dashboards.

• Build Scanning Capture profiles, connectors, routing rules, and OCR automation processes.

• Integrate solutions with third-party platforms (ERP, CRM, Microsoft 365, SharePoint, cloud services).

Testing & Quality Assurance 

• Develop test plans and scenarios; conduct unit, UAT, and performance testing.

• Document results and rectify defects through iterative development.

Deployment & Go-Live

• Prepare environments for production rollout; manage cutover activities and data migration.

• Provide onsite/hypercare support post-deployment.

Support and continuous Improvement

• Provide technical support for Information Management and Scanning Capture systems; monitor performance and proactively address risks.

• Implement enhancements, workflow improvements, and version upgrades.

Proof of Concept (PoC)

• Design and build PoCs to test feasibility of new workflows, document capture methods, and integrations.

• Create sample environments with representative data, workflows, and metadata structures.

• Demonstrate PoCs to stakeholders, gather feedback, and refine iteratively.

• Document PoC outcomes and present final deliverables to support business cases and adoption.

Key Responsibilities

• Attend manufacturers’ training for new products/software as required.

• Participate in launch teams and propose service concepts, car-stock levels, and training needs.

• Collect and analyse information in the pre-launch stage to prepare inputs for localising training and service concepts.

• Closely monitor product/software technical performance during lifecycle and provide detailed feedback to local management and Canon Europe Competence Network.

• Benchmark product performance against European standards and identify underperformance areas.

• Study Symptom-Cause-Action (SCA) feedback from the field, analyse and propose actions to improve yield.

• Deliver and invoice Professional Services.

• Provide pre-sales support to Direct and Indirect channels.

• Provide post-sales support focused on resolving specific customer/partner problems.

• Deliver workshops and technical training classes; conduct engineer coaching.

• Manage escalations and reporting with in-scope local teams; ensure timely resolution.

• Provide telephone and onsite technical support to field engineers, partners, product marketing, and service professionals.

• Provide operator hardware training, colour profiling, and job/workflow management.

• Conduct product demonstrations.

• Ensure project resources are utilised effectively and efficiently to deliver on-time and within budget.

• Proactively assess solution specifications as customer requirements evolve and recommend value-optimising changes.

• Manage implementation of projects in line with departmental KPIs; ensure correct deployment to mitigate issues and risks.

• Gauge customer satisfaction among key stakeholders during implementation and coordinate closely with the Head of Solutions and other resources by communicating status and success metrics

Requirement & Skills

• 3–6 years’ experience in product support and installation, with a minimum of 3 years in systems integration and configuration in a B2B/strategic customer environment.

• Hands-on experience with Information Management administration, workflow design, configuration, and support, and strong practical experience with Scanning Capture capture profiles, connectors, OCR setup, and workflow routing.

• Comfortable with Windows systems (client and server), networking concepts (TCP/IP, DNS, Active Directory, workgroup/domain environments, firewalls).

• Familiarity with remote access methods (Remote Desktop, VNC) and virtual environments (e.g., VMware).

• Understanding of printing topics (PCL, PostScript, print driver settings).

• Experience creating Statements of Work (SOW).

• Database design and implementation, including data models, indexes (including full-text), encryption, partitioning, file streams, and file tables.

• Ability to develop stored procedures, views, DML triggers, and functions; write ad hoc and batch SQL scripts; and manage SQL Server Agent jobs and alerts.

• Ability to implement web API & SOAP services using .NET.

• Experience designing and implementing ECM solutions and print management solutions.

• Experience designing workflows around business documents.

• Knowledge of Document Management Systems (DMS), OCR/document capture technologies, and workflow automation tools.

• Knowledge of Microsoft 365 (especially SharePoint and Teams).

• Understanding of Windows Server, SQL Server, networking, authentication, and security models.

• Strong analytical/problem-solving skills and ability to explain complex concepts to non-technical audiences.

• Proven ability to prioritise, manage multiple projects, and meet implementation targets for timeliness, customer success, and adoption.

• Diploma or Degree in IT, Computer Science, Information Systems, or related field.

• Vendor certifications advantageous: Canon, Information Management, Scanning Capture.

• Preferred: Information Management Administrator/Designer/Implementer; Scanning Capture Technical/Partner certification.

• Preferred: Database/SQL skills for troubleshooting and reporting; experience with REST APIs, PowerShell, or integration methods.

• Experience in digital transformation, business process mapping, or re-engineering is advantageous.