Service Operations & Automation Specialist

Do you know Zendesk inside out and get energy from turning manual, repetitive work into smart workflows and automations? Then you might be our new Service Operations & Automation Specialist.

Continia develops add-on solutions for Microsoft Dynamics 365 Business Central. Our solutions for accounts payable automation, e-documents, expense management and bank integration help more than 20,000 customers worldwide automate everyday finance processes, delivered through a global network of more than 1,800 reselling partners.

At Continia, we are looking for a Service Operations & Automation Specialist who can own and develop the systems, workflows and automations behind our service delivery. The role is part of our GSS Excellence team, which enables Global Service & Support to operate efficiently, consistently and at scale.

Why now?

Continia has grown a lot over the last years, and so has the demand on our Support, Professional Services and Customer Onboarding teams. To keep delivering great service as we scale, we have created GSS Excellence and are now adding this new role to the team. You will be the first in the role and have a real opportunity to shape how we use Zendesk, automation and AI going forward.

About the role

As Service Operations & Automation Specialist, you will turn operational needs across Support, Professional Services and Customer Onboarding into practical technical solutions that reduce manual effort and improve service quality and transparency. Zendesk is your primary platform.

You will have a clear mandate to configure and maintain Zendesk, choose implementation approaches and recommend new tools, integrations and AI capabilities. Larger changes to workflows or KPI definitions are aligned with the GSS Excellence Lead and process owners.

You will join a team of three colleagues and work closely with Support and Professional Services, involving Development and IT where needed. You report to Katharina Boos our GSS Excellence Lead.

You will know you are succeeding when the platform runs reliably, repetitive work and manual handovers go down, and your colleagues actually use the workflows and tools you build.

What you will be doing

• Administer and improve Zendesk, including forms, fields, triggers, automations, views, routing, SLAs and permissions.
• Analyze workflows across Support, Professional Services and Customer Onboarding and translate requirements into scalable configurations.
• Design and implement automations and AI-assisted workflows, and build prototypes, scripts and small applications.
• Build and maintain integrations between Zendesk and other business systems using REST APIs, JSON, webhooks and automation platforms.
• Create and maintain Zendesk Explore dashboards and reports based on agreed KPI definitions.
• Keep platform documentation, configuration standards and change records up to date.

Who are you?

We are looking for a structured and hands-on professional with a strong process mindset and a real interest in automation and AI. You thrive when you can take an operational problem, find the technical solution and see it adopted by the people who use it.

We are also looking for someone, who are eager to learn and understand new features in Zendesk, and not only map it out, but also communicate it to our coworkers.

We imagine you have:

• Experience administering Zendesk or a comparable service platform.
• Understanding of customer support and service operations processes.
• Basic knowledge of REST APIs, JSON, webhooks and authentication.
• Experience building small scripts, integrations or applications.
• An analytical and structured approach to troubleshooting.
• The ability to validate AI-assisted output.
• Fluency in English, written and spoken.

Experience is important, but so is the drive to grow. If you do not tick every box, do not let that stop you from applying.

What do we offer?

At Continia, you will become part of an international SaaS company with strong ambitions and a unique partner driven go to market model.

You will get:

• A great possibility to shape how our service organization works and to put automation and AI into practice.
• A team of close colleagues who will help you succeed with your tasks.
• Flexible working hours at the office and in your home office. You will be based in one of our offices at least 3 days a week. (We are open to you working from: Copenhagen, Aalborg, Kiel, Hamburg or Osterholz-Scharmbeck)
• A competitive compensation package, including pension and health insurance.
• Local benefits such as an active employee association.
• Company events where you meet colleagues from all around the world.

About Continia

At Continia, we value diversity and encourage authenticity. We are team players who respect each other’s thoughts and ideas, and we expect everyone to take ownership of their work. We focus on personal and professional development to grow internally within our organization.

In our day-to-day work, we are pragmatic and result-oriented, and we aim to stay entrepreneurial by keeping things simple and focusing on our employees. We celebrate our wins and releases and aim to have one major event each year where all employees meet up in one place.

We recognize that time is what matters most. Continia solutions give customers more time every day to work and live. That’s why “It’s About Time” is our motto. Our success is built on partnering with more than 1,800 reselling partners, serving more than 20,000 customers worldwide.

Continia is committed to an inclusive recruitment process and equal opportunities for all applicants with a Danish or German residence and work permit.