Job Description

Role Profile

Job Title:

Application Support Analyst

Reports to:

Lead Application Support Analyst

Key Relationships:

Tech Bar Analysts, Business Systems Analysts , Infrastructure & Security Engineers, Service Delivery Manager, Digital Transformation Managers, Key Business Users, Dynamics MSP

Location:

Piccadilly, London - minimum 3 days per week. Travel to all sites required on occasion.

Role Purpose

The Application Support Analyst plays a vital role in keeping Fortnum & Mason's retail and hospitality technology running smoothly, from core systems like Microsoft Dynamics 365 to Oracle Simphony POS.





A key part of this role involves supporting new technology introductions - working closely with project teams and the Lead Application Support Analyst to test, stabilise and transition new solutions into business-as-usual operations. You'll provide dedicated hypercare support for major rollouts, particularly for our retail stores and hospitality venues, ensuring successful adoption before handover to wider support teams.





This position sits at the intersection of day-to-day operational support and technology transformation, helping to maintain our high service standards while enabling the business to adopt innovative solutions that enhance both customer and colleague experiences.

Responsibilities

Operational Support

Provide 1st and 2nd line support for critical retail/hospitality systems (Dynamics 365, Oracle Simphony, payment solutions, etc.), ensuring minimal disruption to business operations. Proactively monitor and maintain systems (e.g. software patching), addressing issues before they impact teams.

Cross-Departmental Partnership

Build and maintain strong relationships with colleagues across Retail, Hospitality, Finance, and other key departments - understanding their needs and ensuring technology supports their goals. Act as a liaison between technical teams and business users, translating requirements and fostering collaboration. Proactively seek feedback from departments to improve system performance and user experience.

Project & Hypercare Support

Partner with Transformation teams on new system rollouts, providing hands-on hypercare support for retail/hospitality deployments before transitioning to BAU. Contribute to testing, training, and documentation to ensure smooth adoption.

Continuous Improvement

Share insights with IT teams to optimise systems and processes based on departmental feedback. Help colleagues build confidence with technology through clear communication and guidance

Experience and Qualifications

Essential

Demonstrable experience supporting business applications, ideally in retail or hospitality Hands-on experience supporting Point of Sale (POS) systems (hardware/software)

Desirable

Exposure to Microsoft Dynamics 365 (Finance, SCM, Commerce) or similar ERP platforms Familiarity with retail-specific applications (e.g., label/scale systems, payment solutions) Knowledge of integrations and interfaces (APIs, web services, SFTP/EDI) ITIL awareness or experience working in a structured IT service environment Oracle POS experience

Competencies, Behaviours and Skills

Essential

Strong problem-solving skills Incident and problem management Retail or hospitality Point of Sale systems knowledge and skills Basic but solid understanding of Windows Operating Systems and Services Enterprise Resource Planning systems understanding and knowledge Ability to manage conflicting priorities and end user expectations Team player Self-driven and assertive Proactively takes responsibility, owns any issues arising and follows through to resolution Strong communication skills - written and verbal Outcome focused and driving results Creation and documentation of Standard Operating Procedures (SOP) Systematic approach to identifying faults and pursuing paths to resolution Prioritising skills with the ability to manage workload Analytical abilities and problem-solving skills Ability to convey messaging to technical and non-technical audiences Works at pace, but with accuracy and attention to detail Supports and encourages others to keep things simple Good problem solving and communication skills and quick to learn

Desirable

Good understand of Microsoft Operating Systems (W10/11. Server 2019/22) Microsoft Dynamics D365 application knowledge and skills SharePoint Online and MS Teams Admin Understanding of Microsoft SQL and basic query writing skills Basic but solid understanding of API's and Web services Oracle Micros, Fourth or other hospitality systems ITIL knowledge and real-world application Formal IT Service Desk knowledge and skills (including managing tickets within SLA)
We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other's differences, to create a truly inclusive environment.


In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.

In return, we offer:

A competitive salary A generous store and restaurant discount of up to 40% 25 days holidays (excluded bank holidays) and an extra day off for your birthday A fantastic subsidised staff restaurant which uses Fortnum's ingredients A range of opportunities to develop and grow personally and professionally * Excellent pension scheme