Context And Mission The BSC Data Management team within the AI Institute is seeking for two Services Support Case Experts, responsible for ensuring that users of BSC AIF Data Services can effectively use the data platform, tools, and access the data services of the Center. The role combines consulting and support, with coordination of the clients support staff, harmonizing procedures, and ensuring that project managers maintain accurate, up-to-date knowledge of available services and best practices.
This position serves as a bridge between the technical data services team, project management, and end users, guaranteeing a high-quality services experience and consistent delivery of data-related support.
The successful candidate will ensure that data services of the BSC AIF are usable, accessible, and well-understood, and that support teams and project managers work with coherent, updated and shared knowledge, for an efficient, user-friendly, and professional data ecosystem across the BSC AIF. Key Duties
* Users support: Provide expert-level guidance to users on how to access, use, and troubleshoot the BSC AIF data services: data platforms, repositories, data-transfer tools, data catalogues, infrastructure access, etc..
* Diagnose and advice upon user issues, escalating to specialists when needed. • Gather feedback from users and other support staff to identify gaps, usability issues, and service improvement opportunities.
* Deliver training sessions, user documentation, FAQs, and onboarding materials.
* Support coordination: Ensure consistent data service delivery by defining workflows, procedures, and response standards. Ensure consistent data service delivery by following workflows, procedures, and response standards.
* Provide mentoring and knowledge transfer to support personnel for what concerns data services, GDPR and legal compliance.
* Facilitate structured knowledge sharing: documentation, training, periodic briefings, internal wikis.
* Ensure that lessons learned from projects and user interactions are integrated into service documentation and team procedures.
* Services quality: Maintain and refine knowledge bases, Standard Operating Procedures, and support documentation. Track services Key Performance Indicators and propose process improvements.
* Coordinate with technical teams to communicate recurring issues, feature requests, or service bottlenecks.
* Contribute to continuous improvement of user support, training, and communication strategies
Requirements
* Education
o Bachelor’s degree in Data Science, Project Management or a related field.
Equivalent experience will be considered.
* Essential Knowledge and Professional Experience
o 3-5 years of professional experience providing user enablement in IT and data services.
o Knowledge of data service environments: institutional data repositories, collaboration platforms, secure research environments, etc..
o Knowledge of technical mechanisms for data access, permissions, workflows, and interoperability.
o Professional experience on data intensive project coordination.
* Additional Knowledge and Professional Experience
o Familiarity with ticketing systems, knowledge bases, and service-level processes.
o Experience coordinating small teams or cross-functional support activities.
o Experience with documentation tools, wikis, project management tools and user communication channels.
o Experience in a research or academic environment.
o Knowledge of FAIR data principles, research data management practices, or Open Science services.
o Good level in English (both written and spoken)
* Competences
o Excellent communication and customer-service abilities.
o Strong coordination, organizational and interpersonal skills.
o Ability to translate technical/legal concepts into user-friendly language.
o Team-oriented approach and ability to work across technical and non-technical groups.
Conditions
* The position will be located at BSC within the Operations Department
* We offer a full-time contract a good working environment, a highly stimulating environment with state-of-the-art infrastructure, flexible working hours, extensive training plan, restaurant tickets, private health insurance, support to the relocation procedures
* Duration: Open-ended contract due to technical and scientific activities linked to the project and budget duration
* Holidays: 22 days of holidays + 6 personal days + 24th and 31st of December per our collective agreement
* Salary: we offer a competitive salary commensurate with the qualifications and experience of the candidate and according to the cost of living in Barcelona
* Starting date: asap