User Services Specialist in Reading

Your role 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.

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.

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.

About ECMWF 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 super‑computing 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.

Your responsibilities include:

• 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.

What we are looking for:

• 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.
• 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.

If you feel that you have the relevant profile and motivation to join us but don't meet precisely all of the skills above, we still encourage you to apply!

Other information:

• Grade remuneration: The successful candidates will be recruited according to the scales of the Co‑ordinated Organisations.
• Starting date: as soon as possible.
• Candidates are expected to relocate to the duty station, either Bonn, Germany, or Reading, UK.
• Interviews by videoconference (MS Team) are expected to take place shortly after the vacancy closing date.

Who can apply:

Applicants are invited to complete the online application form by clicking on the apply button below. 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.