Graduate User Support Analyst

1. Position information

Vacancy No.: VN19-11
Grade: A1
Job Ref. No.: STF-PS/19-11
Department: Forecast
Section: User Support
Reports to: Copernicus User Support Team Leader
Closing Date: 16 April 2019

2. About ECMWF

ECMWF is both a research institute and a 24/7 operational service, producing and disseminating numerical weather predictions to its Member States. ECMWF carries out scientific and technical research directed to the improvement of its forecasts, collects and processes large amounts of observations, and manages a long-term archive of meteorological data. Satellite and in situ observations provide the information for up-to-date global analyses and climate reanalyses of the atmosphere, ocean and land surface.

For details, see

ECMWF has been entrusted to operate the Copernicus Atmosphere Monitoring Service (CAMS) and the Copernicus Climate Change Service (C3S) on behalf of the European Commission until the end of 2020. Copernicus is the European Union (EU) flagship Earth-observation programme. The programme ensures operational monitoring of the atmosphere, oceans, and continental surfaces, and will provide reliable, validated information services for a range of environmental and security applications. The Copernicus Atmosphere Monitoring Service (CAMS) provides consistent and quality-controlled information related to air pollution and health, solar energy, greenhouse gases and climate forcing, everywhere in the world. For details, see

The Copernicus Climate Change Service (C3S) provides authoritative information about the past, present and future climate, as well as tools to enable climate change mitigation and adaptation strategies by policy makers and businesses. For details, see

3. Summary of the role

The Copernicus User Support team plays a vital role in supporting both the Copernicus Atmosphere Monitoring Service (CAMS) and the Copernicus Climate Change Service (C3S) user communities, by providing advice on the use of the services through swift diagnosis and resolution of technical and procedural problems.

The User Support team provides 1st-level and 2nd-level support and manages the 3rd-level user support for both the CAMS and C3S, as follows:

  • 1st-level and 2nd-level support involves analysing queries, understanding and clarifying what the users want to achieve, providing solutions and recommendations where appropriate in a timely and professional manner.
  • 3rd-level support involves providing in-depth answers to queries, working with internal and external domain experts so that knowledge can be transferred to supporting staff, and to end users.

The Copernicus User Support team offers its services through two key components: the Atlassian JIRA based Service Desk and the Atlassian Confluence based knowledge base. With more products, e.g. datasets, to come soon, the Graduate User Support Analyst will provide general support CAMS & C3S users, contribute to improve the quality of the knowledge base, and look for more innovative ways to improve the Copernicus user support quality of service.

The role will enable the Graduate User Support Analyst to obtain some hands-on experience in user support at a science and data driven, highly reputable international organisation.

4. Main duties and key responsibilities

  • Providing user support to CAMS & C3S products
  • Developing, maintaining and continuously improving tools and documents, in knowledge base
  • Helping to improve the quality of the user support service, e.g. user satisfaction
  • Providing general support to the team

5. Personal attributes

  • Strong interpersonal and communication skills, listening to and respecting the views of others
  • Good analytical and problem-solving skills
  • An interest in identifying, investigating and resolving technical problems and articulating an appropriate solution
  • Eager to learn and share lessons learned with colleagues
  • Ability to work with people from different backgrounds
  • Dedication and enthusiasm to work in a small team

6. Qualifications and experience required


  • A university Master degree in science, meteorology, physics, applied mathematics, computational science or similar is required.


Applicants for this position may be:

  • Current students - in the last year of their Master’s Degree with completion expected between now and early Summer 2019.
  • Or recent Master’s Graduates.

Knowledge and skills (including language)

  • Candidates must be able to work effectively in English and interviews will be conducted in English.
  • A good knowledge of one of the Centre’s other working languages (French or German) would be an advantage.

7. Other information

The successful candidate will be recruited at the A1 grade, according to the scales of the Co-ordinated Organisations and the annual basic salary will be £46,353.96 net of tax. This position is assigned to the employment category STF-PS as defined in the Staff Regulations.

Full details of salary scales and allowances are available on the ECMWF website at, including the Centre’s Staff Regulations regarding the terms and conditions of employment.

Starting date: As soon as possible but not later than Summer 2019.

Length of contract: One-year non-renewable fixed term contract.

Location: The role will be based in the Reading area, in Berkshire, United Kingdom.

8. How to apply

Please apply by completing the online application form available at

To contact the ECMWF Recruitment Team, please email

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.

Staff are usually recruited from among nationals of the following Member States and Co-operating States:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, former Yugoslav Republic of Macedonia, France, Hungary, Germany, Greece, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Montenegro, the Netherlands, Norway, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.

Staff from other countries may be considered in exceptional cases

published: 27 March 2019     Please mention EARTHWORKS when responding to this advertisement.