Join the Fortnum & Mason Team!

Why Work For Us:

• 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

About The Role:

Job Title: Application Support Analyst (Entry Level) 

Reports to: Lead Application Support Analyst 

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

Location: Piccadilly, London – Travel to all sites required on occasion. 

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

A key part of this role also involves supporting new technology introductions – working closely with project teams and the Application Support Lead to test, stabilise and transition new applications into operational support. You'll provide dedicated hypercare support for major rollouts, particularly for our retail stores and hospitality venues, ensuring successful adoption into the wider application support team. 

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. 

What You'll Do: 

Operational (BAU) Support 

• Provide 1st line support for critical retail/hospitality systems (e.g. Dynamics 365, Oracle Simphony, payment solutions, etc.), ensuring minimal disruption to business operations. 
• Proactive maintenance - monitoring and maintaining systems (e.g. software patching), to minimise the occurrence of operational issues. 

Cross-Departmental Partnership 

• Build and maintain strong relationships with colleagues across Retail, Hospitality, Finance, and other key departments. 
• Proactively seek feedback from departments to improve system performance and user experience. 

Project & Hypercare Support 

• Partner with Digital Transformation teams on new system rollouts, providing hands-on hypercare support for retail/hospitality deployments prior to transitioning to BAU support. 
• 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 

What We Are Looking For:

Essential 

• Some experience providing IT or application support, either through working on a helpdesk, internship, or academic projects — ideally within a retail, hospitality, or customer-focused environment 
• Basic understanding of Point of Sale (POS) systems, or an interest in learning how POS hardware and software work 
• Strong problem-solving skills and a proactive, customer-focused approach 
• Confidence using Microsoft Office tools and willingness to learn new business applications 

Desirable 

• Awareness or basic system exposure to systems such as Microsoft Dynamics 365 (Finance, SCM, Commerce) or other ERP platforms 
• Interest in retail or hospitality technology, such as payment systems or stock management tools 
• Understanding of how systems connect and share data (APIs, integrations, file transfers, etc.) 
• Familiarity with IT service processes or frameworks such as ITIL 
• Any exposure to Oracle POS or similar retail systems 

Competencies, Behaviours and Skills

Essential 

• Strong interest in technology and problem-solving with a logical, methodical approach 
• Awareness or basic exposure to systems such as Microsoft Dynamics 365 (Finance, SCM, Commerce) or other ERP platforms 
• Basic understanding of Microsoft Windows and common business applications 
• Awareness of retail or hospitality systems (e.g. Point of Sale) and an eagerness to build technical knowledge 
• Good communication skills — able to explain technical information clearly to both technical and non-technical colleagues 
• Positive team player with a proactive and supportive attitude; builds trust and respect with colleagues 
• Takes responsibility for assigned tasks and follows through to completion, escalating for support as required  
• Organised and able to manage time effectively when handling multiple requests 
• Attention to detail, with an ability to work accurately under pressure 
• Curious and motivated to learn new systems and processes 
• Comfortable documenting steps, writing simple guides or notes to help others 
• Focused on delivering good service and practical results 

Desirable 

• Awareness of Microsoft Dynamics 365 or other ERP systems 
• Familiarity with Microsoft 365 tools such as Teams, SharePoint, and Excel 
• Interest in IT service management frameworks such as ITIL 
• Hands-on experience with POS systems (Oracle Micros, Dynamics or similar) 
• Experience using or supporting Windows 10/11 or Windows Server environments 
• Understanding of Service Desk tools and processes (e.g. ticket logging, working within SLAs) 

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.