User Services Specialist

The Data Support Team assists users with data access, technical enquiries, troubleshooting and guidance on the effective use of ECMWF, CAMS and C3S services. Users are supported through a range of channels including chatbots, knowledge bases, user forum and ticketing system. The role requires a strong understanding of user requirements and the data services offered through CAMS, C3S and ECMWF. A significant part of the role involves supporting users directly. This includes analysing queries, understanding what users are trying to achieve, troubleshooting issues and providing advice and solutions in a timely and professional manner. Some queries can be resolved directly, while more complex issues require collaboration with scientists, software engineers and other experts to identify root causes and develop effective solutions., * Provide expert support and technical advice on data access, data quality and data processing, particularly for CAMS and C3S users.

• Work collaboratively with users, software engineers and scientists at ECMWF as well as externally, e.g. with external contractors, to understand user needs and translate them into service enhancements and practical improvements.
• Identify and prioritize user pain points, service gaps and opportunities for improvement, proposing and helping implement enhancements to systems, processes and user workflows.
• Contribute to the introduction of new services and capabilities, ensuring user requirements and user experience considerations are represented throughout the design and implementation process.
• Lead the continuous improvement of user support channels, including chatbots, forums, documentation and knowledge management systems.
• Contribute to the development and adoption of AI-enabled user support capabilities, including the new LLM-powered CDS chatbot, taking into account user feedback and support data to improve quality and effectiveness.
• Support the publication and maintenance of datasets, applications and Jupyter Notebooks on the ADS and CDS, ensuring services are intuitive and meet user requirements.
• Manage contracts and relationships with external suppliers responsible for the development and maintenance of support platforms and services.
• Create, maintain and improve user-facing documentation and training materials, exploring and implementing innovative approaches such as video-based guidance and interactive learning resources.
• Support user engagement, training, workshops and outreach activities that help maximise adoption and impact of CAMS and C3S services.

Beyond responding to user queries, you will contribute to the evolution of user support platforms, documentation, forums, knowledge bases and AI-assisted support capabilities, as well as the introduction of new services and features. The role is particularly suited to someone who enjoys helping users, solving technical problems and working collaboratively to improve systems, processes and services. It requires initiative, curiosity and a hands-on approach, combining excellent communication skills with an eagerness to investigate issues in depth and help implement practical solutions., * Excellent analytical and problem-solving skills, with the ability to investigate complex technical issues and identify practical solutions.

• Drive to take ownership of issues and follow through to deliver practical outcomes.
• Excellent communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
• Outstanding interpersonal and collaboration skills, with the ability to work effectively across teams, departments and external organisations.
• A genuine interest in helping users succeed and improving their experience.
• A hands-on approach, with the willingness to engage directly in technical investigations, testing and implementation activities where appropriate.
• Interest in new technologies and innovative approaches, including AI-assisted support, knowledge management and digital service delivery.
• Ability to manage multiple priorities and work effectively in a dynamic environment.

Your profile

Candidates should have an advanced university degree (EQ7 level or above) or equivalent experience in a scientific discipline, such as meteorology, (atmospheric) physics, applied mathematics or computational science. In addition:

• Proven practical experience in supporting users is required.
• Demonstrated experience in the use of ticketing systems is highly desirable
• Experience in handling large volume of scientific data, particularly in the format of GRIB, NetCDF, ARCO data using Python or C/C++ on Linux is highly desirable
• Experience of using and maintaining Atlassian Jira, Jira Service Desk, Confluence is desirable
• Understanding of user experience (UX) in how information is presented to users, e.g. in videos, interactive notebooks and web applications is desirable
• Experience in identifying and implementing improvements to systems, services, processes or user support approaches is desirable.
• Knowledge of and experience in the implementation of innovative approaches and tools for user support and knowledge sharing and learning for large user communities is an advantage.
• Experience working with technical and non-technical stakeholders to develop and deliver solutions is an advantage.

Candidates must be able to work effectively in English; knowledge of one of the Centre's other working languages (French or German) would be advantageous.

ECMWF is looking to recruit a User Services Specialist (A2) in the Data Support Team in the User Services Section of the Forecasts and Services Department. This is more than a traditional user support role. You will work closely with a wide range of users, scientists, software engineers, product owners and external contractors to understand needs, investigate complex problems and help improve the services that our users rely upon every day. The Data Support Team plays a central role in supporting users of the Copernicus Climate Change Service (C3S) and Copernicus Atmosphere Monitoring Service (CAMS). Through the Climate Data Store (CDS) and Atmosphere Data Store (ADS), these services provide open access to atmospheric, climate and environmental datasets used by hundreds of thousands of researchers, public authorities, commercial organisations and policymakers worldwide. The team also supports users of ECMWF real-time forecast and archive data services. CAMS and C3S provide free and open access to atmospheric and climate data. Users access these datasets through the CDS and the ADS using APIs, web interfaces and a growing range of applications that help them explore, analyse and make use of the data. ECMWF also provides real-time forecast and archive data services to its Member States as well as to commercial and research users., The European Centre for Medium-Range Weather Forecasts (ECMWF) is a world leader in Numerical Weather Predictions providing high-quality data for weather forecasts and environmental monitoring. As an intergovernmental organisation, we collaborate internationally to serve our members and the wider community with global weather predictions, data and training activities that are critical to contribute to safe and thriving societies. The success of our activities depends on the funding and partnerships of the 35 Member and Co-operating States who provide the support and direction of our work. Our talented staff together with the international scientific community, and our powerful supercomputing capabilities, are the core of a 24/7 research and operational centre with a focus on medium and long-range predictions. We also hold one of the largest meteorological data archives in the world. ECMWF has also developed a strong partnership with the European Union and has been entrusted with the implementation and operation of the Destination Earth Initiative, the Climate Change and Atmosphere Monitoring Services (CAMS) and the Clima Change Service (C3S) of the Copernicus Programme as well as the Strengthening Early Earning in Africa (SEWA) Programme. Other areas of work include High Performance Computing and the development of digital tools that enable ECMWF to extend provision of data and products covering weather, climate, air quality, fire and flood prediction and monitoring. Our vision: The strength of a common goal Our mission: Deliver global numerical weather predictions focusing on the medium-range and monitoring of the Earth system to and with our Member States ECMWF is a multi-site organisation, with its headquarters in Reading, UK, a data centre in Bologna, Italy, and a large presence in Bonn, Germany, as a central location for our EU-related activities. ECMWF is internationally recognised as the voice of expertise in numerical weather predictions for forecasts and climate science. www.ecmwf.int About the Copernicus Programme Copernicus is the earth observation component of the European Union (EU) space programme. Based on the exploitation of spaced based and in situ (earth-based) observations and scientific models, Copernicus provides information services for land, marine, atmospheric and climate monitoring, as well as emergency management and security. These services, and their free, open and quality assured data and tools, support a range of environmental and security applications across sectors and policy domains. ECMWF has been entrusted to operate two of these Services - the Copernicus Atmosphere Monitoring Service (CAMS) and the Copernicus Climate Change Service (C3S) - on behalf of the European Commission, as well as being a contributor to the Copernicus Emergency Management Service. The Copernicus Atmosphere Monitoring Service (CAMS) provides consistent and quality-controlled information related to atmospheric composition, including air pollutants and greenhouse gases, solar energy, and climate forcing, everywhere in the world. For more information, see https://www.copernicus.eu/en/copernicus-services/atmosphere, Grade remuneration: The successful candidates will be recruited according to the scales of the Co-ordinated Organisations. Details of salary scales and allowances are available on the ECMWF website at www.ecmwf.int/en/about/jobs. Starting date: as soon as possible. For this vacancy, candidates with a start date no later than 15 September will be offered a STF-PL contract and candidates with a start date of 1 October or later will be offered a STF-PS contract, in line with ECMWF staff regulations. Candidates are expected to relocate to the duty station, either Bonn, Germany, or Reading, UK. As a multi-site organisation, ECMWF has adopted a hybrid organisation model which allows flexibility to staff to mix office working and teleworking, including away from the duty station (within the area of our member states and co-operating states). Interviews by videoconference (MS Team) are expected to take place shortly after the vacancy closing date. Successful applicants and members of their family forming part of their households will be exempt from immigration restrictions., At ECMWF, we consider an inclusive environment as key for our success. We are dedicated to ensuring a workplace that embraces diversity and provides equal opportunities for all, without distinction as to race, gender, age, marital status, social status, disability, sexual orientation, religion, personality, ethnicity and culture. We value the benefits derived from a diverse workforce and are committed to having staff that reflect the diversity of the countries that are part of our community, in an environment that nurtures equality and inclusion. Applications are invited from nationals from ECMWF Member States and Co-operating States as well as nationals of European Union member states. In these exceptional times, we also welcome applications from Ukrainian nationals for this vacancy. Applications from nationals from other countries may be considered in exceptional cases. ECMWF Member States and Co-operating States are: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Montenegro, Morocco, the Netherlands, Norway, North Macedonia, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Türkiye and the United Kingdom.   You must create an Indeed account before continuing to the company website to apply