User Services Specialist

User Services Specialist (A2)

Overview
ECMWF is looking for a User Services Specialist to join the Data Support Team in the User Services Section of the Forecasts and Services Department.

This role goes beyond traditional user support. You will work closely with a wide range of users, scientists, software engineers, product owners and external contractors to understand user needs, investigate complex technical problems, and help improve the services that our users rely on each day.

Responsibilities

• Provide expert technical support for data access, data quality, and data processing for CAMS and C3S users.
• Collaborate with users, scientists, and software engineers internally and externally to translate user needs into service enhancements.
• Identify and prioritize user pain points, service gaps and opportunities for improvement, proposing and implementing enhancements to systems, processes and workflows.
• Contribute to the introduction of new services and capabilities, ensuring user requirements and experience are considered throughout design and implementation.
• Lead continuous improvement of user support channels, including chatbots, forums, documentation and knowledge management systems.
• Help shape AI‑enabled user support, including the new LLM‑powered CDS chatbot.
• Support publication and maintenance of datasets, applications and Jupyter Notebooks on ADS and CDS.
• Manage contracts and relationships with external suppliers responsible for support platforms and services.
• Create, maintain and improve user‑facing documentation and training materials, exploring innovative approaches such as video guidance and interactive learning resources.
• Support user engagement, training workshops and outreach activities to maximize adoption of CAMS and C3S services.

Qualifications & Experience

• Excellent analytical and problem‑solving skills with ability to investigate complex technical issues.
• Drive to take ownership of problems and follow through to deliver practical outcomes.
• Strong communication skills and ability to explain technical concepts to technical and non‑technical audiences.
• Outstanding collaboration skills with ability to work effectively across teams and external organisations.
• Genuine interest in helping users succeed and improving their experience.
• Hands‑on approach with willingness to engage directly in technical investigations, testing and implementation.
• Interest in new technologies and innovative approaches, including AI‑assisted support, knowledge management and digital service delivery.
• Ability to manage multiple priorities in a dynamic environment.

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.

• Proven practical experience in supporting users.
• Experience with ticketing systems is highly desirable.
• Experience handling large volumes of scientific data in GRIB, NetCDF, or ARCO formats on Linux, using Python or C/C++ is desirable.
• Experience with Atlassian Jira, Jira Service Desk, and Confluence is desirable.
• Understanding of user experience (UX) in presenting information through videos, interactive notebooks, and web applications is desirable.
• Experience in identifying and implementing improvements to systems, services, processes or user support approaches is desirable.
• Experience with innovative tools for user support and knowledge sharing for large user communities is an advantage.
• Experience working with technical and non‑technical stakeholders to develop and deliver solutions is an advantage.
• Ability to work effectively in English; knowledge of French or German is an advantage.

Remuneration & Starting Date

Grade remuneration is according to the Co‑ordinated Organisations scale. Detailed salary scales and allowances are available on the ECMWF website.

Starting date is as soon as possible. Candidates with a start date no later than 15 September will be offered an STF‑PL contract, and those with a start date of 1 October or later will be offered an STF‑PS contract.

Location & Working Arrangement

Candidates must relocate to Bonn, Germany or Reading, UK. ECMWF supports a hybrid model allowing flexibility to mix office work and teleworking.

Application Process

Applicants are invited to complete the online application form.

At ECMWF, we consider an inclusive environment as key to 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 or 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 of ECMWF Member States, Co‑operating States, European Union member states, and Ukrainian nationals for this vacancy. Applications from other nationalities may be considered in exceptional cases.