User Support Services Officer

1. Position information

Vacancy No.: VN21-29
Grade: A2
Job Ref. No.: STF-PL/21-29
Location: Bonn, Germany
Department: Forecast
Section: User Support Services
Reports to: Data Support Team Leader
Closing Date: 20 May 2021

2. About ECMWF

ECMWF is the European Centre for Medium-Range Weather Forecasts. It is an intergovernmental organisation created in 1975 by a group of European nations and is today supported by 34 Member and Co-operating States, mostly in Europe. The Centre’s mission is to serve and support its Member and Co-operating States and the wider community by developing and providing world-leading global numerical weather prediction. ECMWF functions as a 24/7 research and operational centre with a focus on medium and long-range predictions and holds one of the largest meteorological archives in the world. The success of its activities relies primarily on the talent of its scientists, strong partnerships with its Member and Co-operating States and the international community, some of the most powerful supercomputers in the world, and the use of innovative technologies such as machine learning across its operations.

Over the years, ECMWF has also developed a strong partnership with the European Union, and for the past seven years has been an entrusted entity for the implementation and operation of the Climate and the Atmosphere Monitoring Services of the EU Copernicus Programme, as well as a contributor to the Copernicus Emergency Management Service. The collaboration does not stop there and include other areas of work, including High Performance Computing and the development of digital tools. It is enabling ECMWF to now provide data and products covering weather, climate, air quality, fire and flood prediction and monitoring. ECMWF has recently become a multi-site organisation, with its headquarters based since its creation in Reading, UK, its new data centre opening in 2021 in Bologna, Italy, and new offices, also opening in 2021 in Bonn, Germany.

For additional details, see www.ecmwf.int/.

3. Summary of the role

ECMWF is looking to recruit a User Support Services Officer in the Data Support Team, which sits in the User Support Services Section of the Forecast Department.

The Data Support Team plays a vital role in managing the relationships and supporting customers of the ECMWF real-time forecast data and archive data https://www.ecmwf.int/en/forecasts/datasets, and users of the open data and tools provided by the Copernicus Atmosphere Monitoring Service (CAMS) https://atmosphere.copernicus.eu and the Copernicus Climate Change Service (C3S) https://climate.copernicus.eu. In most cases, data is pushed over to commercial customers while open data users come to download the data by themselves. For CAMS and C3S, datasets are available through the Atmosphere Data Store (ADS) https://ads.atmosphere.copernicus.eu and the Climate Data Store (CDS) https://cds.climate.copernicus.eu accordingly.

Typically, the activities of the team include providing advice and support on data related queries (e.g. data access issues, data format issues), contract management, and data delivery including delivery system configuration to its global users, including commercial customers. Users are supported through channels including: a Jira-based ticketing system, a Confluence-based knowledge base, and a Confluence-based user forum.

The role requires a good understanding of both the user requirements and the services offered as part of CAMS and C3S.

  • 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 then to end users

Besides providing user support, the User Support Services Officer will also be expected to help improve team efficiency by contributing to the lifecycle of standard operating procedures (SOPs), managing the knowledge base and the user forum which are closely linked with a virtual assistant (currently under development). The role calls for an individual who has a wide interest in user support, so that new supporting channels may be implemented to better support users.

As the User Support Services Officer is a customer focused role, they will interact with both internal and external users. The successful candidate will have excellent communication skills, both written and verbal skills will be required to work with a degree of autonomy, with the ability to work under tight time pressure to meet the timely needs of our users.

4. Main duties and key responsibilities

  • Providing support and technical advice on data access, data quality and data processing to users, in particular those related to CAMS and C3S queries.
  • Managing the Confluence-based knowledge base and user forum for users, including but not restricted to Copernicus matters
  • Managing the virtual assistant for the CDS and expanding its usage
  • Contributing to continuous improvement of tools, applications and procedures used by the team
  • Contributing to user uptake, training and other relevant events
  • Other related ad-hoc tasks as required

5. Personal Attributes

  • Excellent interpersonal and communication skills, listening to and respecting the views of others
  • Ability to communicate with and understand the complex requirements of users in the use of large volumes of data and software
  • Ability to communicate technical concepts clearly to both non-technical and technical people
  • Excellent analytical and problem-solving skills with a proactive approach
  • An interest in identifying, investigating and resolving technical problems and articulating an appropriate solution
  • Dedication and enthusiasm to work in a team
  • Ability to work efficiently and complete diverse tasks in a timely manner

6. Qualifications and experience required

Education

  • A university degree (EQF Level 6), or equivalent, in a scientific discipline, such as meteorology, (atmospheric) physics, applied mathematics or computational science.

Experience

  • Proven practical experience in supporting users through a ticketing system.
  • Experience of using and maintaining Atlassian Jira, Jira Service Desk, Confluence is desirable.
  • Familiarity in the use of the Linux operating system.
  • Experience in handling GRIB and/or NetCDF data is highly desirable.
  • Experience of project management would be an advantage.

Knowledge and skills (including language)

  • Some understanding of a high-level programming language and Linux scripting language.
  • Some knowledge of Python and scientific packages would be an advantage.
  • 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 A2 grade, according to the scales of the Co-ordinated Organisations and the annual salary will be EUR 75,178.92 net of tax.

This position is assigned to the employment category STF-PL 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: 1 September 2021, or as soon as possible thereafter.

Length of contract: Four years, subject to signature of the Contribution Agreement between ECMWF and the European Commission for the implementation of C3S and CAMS over 2021-2027 and availability of funds. There would also be the possibility of further contract extension.

Location: The position will be based at ECMWF’s duty station in Bonn, Germany, which is currently expected to open in the second half of 2021.

Successful applicants and members of their family forming part of their households will be exempt from immigration restrictions.

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 jobs@ecmwf.int.

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.

published: 13 May 2021     Please mention EARTHWORKS when responding to this advertisement.