Role Purpose

Working within the internal IT Service Desk team; the Application Support Analyst will provide 1st and 2nd line support of the application estate, ensuring a smooth day-to-day operation of the business.   The application estate covers multiple systems, applications and integrations across all customer-facing and back office functions of the business.

Working closely with the full Technology and Transformation team, the role will deliver a professional Applications Support function, following issues from receipt to resolution with clear and prompt end user communication. The role will identify and feedback to internal and external 3rd line System, Application and Development support teams as needed.

The role will also participate in scheduled monitoring, maintenance and project activities relating to the application estate, including pro-active monitoring tasks, scheduled maintenance activities and be involved in key Project events.

Responsibilities

Operational

Working in a small team but part of the wider IT Service Desk function, the Application Support Analyst will be assigned, pick up and resolve IT Support tickets raised through the IT Service Desk platform relating to Business Applications.

The Application Support Analyst will provide day-to-day 1st and 2nd line support for all Business Applications including Microsoft Dynamics 365 Finance, Supply Chain Management and Commerce (including POS software and hardware), Oracle Micros Symphony (including POS software and hardware), Adyen and Verifone Payment Solutions, Bartender, Microsoft SharePoint Online, Microsoft Teams Microsoft Office 365, Microsoft Power Platform, Mimecast, Zscaler, Avery Berkel scales.

The Application Support Analyst will participate in defined scheduled monitoring and routine maintenance activities covering key tasks related to Business Applications estate.

The Application Support Analyst will also be involved in key activities in the Project lifecycle and implementation of new applications including Testing cycles, Go Live and Cutover events and Transition to Support activity.

People & Collaboration

The Application Support Analyst will be committed to providing the highest standards of service, working and communicating well within the wider team.

The Application Support Analyst will clearly and concisely communicate, both verbally and in writing, to all levels of internal staff throughout the organisation when resolving Business Applications support tickets.

The Application Support Analyst will take escalation actions where needed, raising and continuing to manage escalated support tickets to third line internal and external support partners.

The Application Support Analyst will work closely with the wider Transformation and Technology teams as needed when working on routine monitoring, maintenance and project activities.

Previous Experience (including qualifications where relevant)

*  Proven experience of supporting IT Business Applications for a minimum of three years, preferably within the Retail sector

*  Experience in supporting any Point of Sale (POS) solution is essential

*  Experience in working with and/or supporting Microsoft Dynamics AX or D365 (Finance, Supply Chain Management, Commerce) is an advantage.

*  Experience in supporting any other listed application is also an advantage

*  Experience with application interfaces and integrations (e.g. web services, SFTP, API’s) is desirable.

*  Experience of working within an IT Service Desk function with ITIL or equivalent knowledge is desirable

Role Specific Criteria (Category/Department/Technical)

Essential (E) or Desirable (D)

Competencies

Strong problem solving skills

Essential

Incident and problem management

Essential

Retail or hospitality Point of Sale systems knowledge and skills

Essential

SharePoint Online and MS Teams Admin

Essential

Microsoft Dynamics AX / D365 application knowledge and skills

Essential

Basic but solid understanding of Windows Operating Systems and Services

Essential

Enterprise Resource Planning systems understanding and knowledge

Essential

Understanding of Microsoft SQL and basic query writing skills

Desirable

Basic but solid understanding of API’s and Web services

Desirable

Oracle Micros, Fourth or other hospitality systems

Desirable

Formal IT Services Desk use knowledge and skills

Desirable

Behaviours

Ability to manage conflicting priorities and end user expectations

Essential

Team player

Essential

Self-driven and assertive

Essential

Proactively takes responsibility, owns any issues arising and follows through to resolution

Essential

Strong communication skills – written and verbal

Essential

Outcomes focused and driving results

Essential

Systematic approach to identifying faults and pursuing paths to resolution

Essential

Prioritising skills with the ability to manage workload

Essential

Analytical abilities and problem solving skills

Essential

Ability to modify messages to technical and non-technical audiences

Essential

Works at pace, but with accuracy and attention to detail

Essential

Supports and encourages others to keep things simple

Essential

Good problem solving and communication skills and quick to learn

Essential

Strong Customer Service orientation

Essential

Ability to learn new technologies and adapt to new situations

Essential

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 pro rata (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