Head of User Support Services
1. Position information
Vacancy No.: VN20-23
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 www.ecmwf.int/.
User Support Services play a central role at ECMWF as the interface between the Centre and its users. The role of this section is to ensure that users are supported and that their needs feed into ECMWF’s strategic direction based on such requirements. The section provides an integrated support service for users, including the development and delivery of learning provision and its coordination.
3. Summary of the role
The Head of the User Support Services Section is responsible for the provision of support to users of ECMWF computing, software and data services as well as related service-delivery activities. The section is responsible for both external and internal users. This role is pivotal in ensuring that our users around the world enjoy a first-class support enabling them to make the most of ECMWF services. The post-holder reports directly to the Director of Forecasts and will have a secondary reporting line to the Director of Copernicus Services.
The post holder will be part of ECMWF's Senior Management Team and will be responsible for co-ordinating and/or delivering strategic crosscutting, inter-dependent projects and programmes in an operational environment, which will involve close collaboration and frequent interaction with a variety of internal and external users and partner organisations. They will play an important role in linking and integrating user support related activities across departments distributed across multiple ECMWF locations to provide a consistent user experience throughout the organisation.
The role involves close collaboration with ECMWF’s Service Delivery Section in the Computing Department and its Service Desk Team. The Service Desk is responsible for managing of support tickets and providing first level support for all activities of ECMWF and providing IT support with a focus on end-user devices, business software and AV equipment.
The role calls for an individual who will encourage and nurture continuous innovation and improvement by leading, and providing expertise, to ensure that user support services meet the pre-agreed service level agreements and future strategic requirements. They will also represent ECMWF in international meetings in their areas of expertise.
The successful candidate will also lead three teams within the section, covering the following service areas:
Computing and Software Support: responsible for the second line of user support of general-purpose computing services such as the HPC, Cloud and the of any other computing platforms available to ECMWF staff, Member and Co-operating States, and Copernicus contractors using. The team is responsible for the support, installation and life cycle management of scientific and forecast software packages at ECMWF and looks after the users of the Atlassian tools to assist collaboration and code developments at ECMWF. It is also responsible for time-critical applications, Special Projects and Optional Programmes that require computing or software support. In addition, the team provides support for the cloud services at ECMWF and provides second line support for the meteorological data archiving and retrieval systems, with special attention to user query optimisation. The team works closely with the experts who provide the third level of support, and together with the Service Desk are managing the escalation process, including monitoring the satisfactory and timely resolution of user requests.
Data Support: responsible for managing the relationship and supporting customers of ECMWF real-time/archive catalogue products, and users of open data and tools provided by the Copernicus Atmosphere Monitoring Service (CAMS) and the Copernicus Climate Change Service (C3S). The activities of the team include advice and support on data related queries, data licence management, real-time data delivery, communication on topics relevant to customers/users. The team works closely with other teams across ECMWF to offer various levels of support, as well as managing the support function for CAMS and C3S, quite often through contractors.
User outreach and engagement: responsible for learning services and user-oriented documentation, user engagement related to operational forecasting activities, and leading the planning and organisation of outreach activities such as Member and Co-operating States liaison visits, user meetings. This team works in collaboration with ECMWF Communications Section. It is also responsible for collecting user requests for new products/services, developing statistics that show the use of ECMWF data/products and services to support strategic decision-making and develop SLAs and associated KPIs to assess user support services. The team works closely with colleagues dedicated to Copernicus-related activities (including user engagement, uptake and training) to ensure a seamless offer across ECMWF. It supports the Copernicus reporting activities required by the European Commission (Key Performance Indicators related to user uptake, outreach, growth, etc.). The team supports agreed international efforts in the areas such as product uptake and training (World Bank, World Meteorological Organisation, EUMETNET) and innovation programmes (for example European Summer of Weather Code).
4. Main duties and key responsibilities
5. Personal attributes
6. Qualifications and experience required
Knowledge and skills (including language)
7. Other information
The successful candidate will be recruited at the A4 grade, according to the scales of the Co-ordinated Organisations and the annual salary will be EUR 107,790.12 net of tax. ECMWF also offers a generous benefits package. This position is assigned to the employment category STF-C as defined in the Staff Regulations.
Full details of salary scales and allowances are available on the ECMWF website at www.ecmwf.int/en/about/jobs, including the Centre’s Staff Regulations regarding the terms and conditions of employment.
Starting date: As soon as possible.
Length of contract: Four years, with the possibility of a further contract.
Location: The position will be based at ECMWF’s duty station in Bonn, Germany. With the duty station in Bonn currently expected to open in Summer 2021, the successful candidate may be asked to start at the HQ in Reading initially.
Successful applicants and members of their family forming part of their households will be exempt from immigration restrictions.
Videoconference interviews (via Blue Jeans) are anticipated to take place late February 2021.
8. How to apply
Please apply by completing the online application form available at www.ecmwf.int/en/about/jobs/.
To contact the ECMWF Recruitment Team, please email email@example.com.Please refer to the ECMWF Privacy Statement. For details of how we will handle your personal data for this purpose, see: https://www.ecmwf.int/en/privacy.
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, listed below:
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Hungary, Germany, Greece, Iceland, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Montenegro, Morocco, the Netherlands, Norway, North Macedonia, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.
Applications from nationals from other countries may be considered in exceptional cases.