Clerk (f/m/d) NAE Service Desk

Do you want to work to safeguard health in a globalized world and help to protect people's health when working, travelling, living or undergoing medical treatment abroad? Then you've come to the right place. As the German Liaison Office for Health Insurance Abroad (DVKA), we provide the necessary framework for these issues. As an international link between the social insurance systems, we provide comprehensive services within the framework of EU and agreement regulations with over 50 countries. This is why we are part of the National Association of Statutory Health Insurance Funds and see ourselves as a service provider and reliable partner for health insurance funds, their policyholders and associations, other social insurance institutions and internationally active institutions.

For the International Information Processing sub-department, we are looking for several full-time, permanent positions as soon as possible

Clerk (f/m/d) NAE Service Desk

to strengthen our team at the Bonn location.

Your tasks are:

• You will support and resolve incoming inquiries (faults and service requests) within the framework of the EU-wide electronic message and data exchange (EESSI), in cooperation with the responsible departments, service providers, member funds and foreign liaison offices.
• To this end, you will carry out research into message sequencing in the event of incomplete deliveries and construct a solution path.
• You determine correct recipients and coordinate the resending or redirection of messages.
• You identify professional and technical errors and inform users accordingly.
• You support users in submitting error tickets and forward tickets to other service desks if necessary.
• You analyze recurring errors and derive the need for action in terms of necessary changes, including reporting to change management and subsequent review of the change.
• You contribute to the optimization of effective fault reporting and fault management, also in cooperation with other departments.

What we expect from you:

• Successfully completed IT systems or commercial training, or equivalent knowledge, skills and experience.
• You have practical experience in the areas of Incident Management, ideally also with overlaps to other ITIL processes (Problem Management, Change Management).
• Practical experience or sound knowledge in the field of digitization and electronic data exchange procedures is desirable.
• You have a very good command of German (language level C2) and a good command of English (at least language level B2).
• Basic knowledge of the structures and social security institutions in Germany is helpful.
• Analytical and conceptual thinking skills as well as a structured way of working with result-oriented action are among your strengths.
• You have a high level of goal and service orientation paired with a strong willingness to cooperate and the ability to actively communicate in German and English.
• The ability to work in a team, commitment and resilience round off your profile.

What we offer you:

• an interesting, varied and challenging job at our location in Bonn
• a very exciting subject area, which we will familiarize you with intensively as part of professional onboarding,
• several permanent full-time positions with secure prospects,
• a regular standard working week of 39 hours, flexible working hours as part of a flexitime scheme and the possibility of pro rata mobile working as well as 30 days' vacation per year,
• attractive remuneration in line with your qualifications and requirements according to our company pay scale with 13 monthly salaries and an attractive company pension scheme as well as the opportunity to use a working time account,
• an allowance for the Deutschlandticket,
• individual professional and task-related training and further education opportunities as well as personal development opportunities,
• excellent work-life balance and a wide range of health services.
  
  

The positions can also be filled on a part-time basis. In line with the Federal Equal Opportunities Act, we welcome applications from women in underrepresented areas.

The GKV-Spitzenverband, DVKA is particularly committed to the inclusion of severely disabled people. We therefore welcome applications from people with severe disabilities and give them preferential consideration if they are equally qualified.

Do you have any questions?

General information about the DVKA can be found online at and about the National Association of Statutory Health Insurance Funds at Our contact persons will be happy to answer any further questions you may have:

• For questions about the application: Ms. Brill, telephone 0228 9530-705
  
  
• for questions about the position: Mr. Reier, phone 0228 9530-748
  
  

Are you interested?

Then we look forward to receiving your detailed and complete application with a cover letter, CV, relevant certificates, proof of severe disability if applicable, your salary expectations and your earliest starting date.

Please send us your documents by 10.06.2024, quoting the job advertisement number 1023/2024, via
our online form on the homepage.

By submitting an application, you consent to the storage of your personal data (even after the end of the application process) so that contact can be made for professional purposes. This consent can be withdrawn at any time. Please inform yourself about our data protection regulations on our homepage.