Reports to:

Director of Technology

Other key relationships:

Business Analysts

Dynamics 365 and Data Engineers

Application Support Analysts

Business Stakeholders

Location:

Piccadilly though travel to all sites required on occasion

Role Purpose

To provide in depth functional knowledge, support and direction for key applications within the complex technology stack within Fortnum & Mason with a specific focus of Microsoft D365 (Finance & Operations & Retail & Commerce). The role will be responsible for providing the technical guidance and support for the other members of the team as well as business stakeholders.

Working closely with the Transformation team to understand the articulated business requirements and translate them into technology solutions that are aligned to the business strategy. Collaborating with the business and transformation teams to ensure our technology is constantly evolving and making the most out of industry developments, consolidating our technology wherever possible. The role will be responsible for producing designs, architected to a high standard, following our framework.

This role is also responsible for configuration, release and support of key applications, such as D365 and PowerApps. 

Responsibilities

Operational

*       Configure D365 F&O / Commerce to support business requirements

*       Design solutions and write functional design documents for optimal solutions using best practices to meet business needs

*       Build prototypes / demo features to business and technology teams

*       Present functional designs at design forums to gain sign off from other technical experts within the

*       business

*       Collaborate with experts across technology and the wider business to ensure systems are supported

*       Support technology team through all stages of the software development lifecycle including creation of functional design documentation, regression testing, deployment, release and handover to BAU support

*       The Lead BSA is comfortable using all tools relevant to their current area and teaches others how to use them

*       Ensuring monitoring is in place and operated (where possible using exception reporting/alerting) 

*       Roadmap existing and future technology to ensure the most appropriate tooling is utilised Engage with stakeholders to understand and document business requirements related to e-commerce, retail point-of-sale (POS), and call centre. 

*       Conduct workshops and meetings to gather and clarify functional requirements and translate them into system configurations. 

*       Analyse current business processes, identify gaps, and recommend solutions using Dynamics 365. 

*       Provide functional guidance to development teams on best practices, configuration, and customisations. 

*       Provide ongoing support and troubleshooting for Dynamics 365 F&O and commerce users, addressing system issues and enhancements. 

*       Identify opportunities for process improvement and propose enhancements based on business needs and technology advancements. 

*       Proficient in using DevOps for creating and managing issues, tracking project work, and coordinating testing efforts  

People & Collaboration

*       Provide technical guidance support and advice to other Business Systems Analysts

*       Develop and maintain relationships with stakeholders, keeping them informed at all stages of development

*       Provide support to calls escalated from Application Systems Analysts or the Service Desk where needed, ensuring resolution on a timely basis

*       Provide training and knowledge transfer to business users and teams to ensure optimal system use. 

Previous Experience (including qualifications where relevant)

*  Proven functionally relevant experience preferably within the Retail sector

*  Hands-on experience with Dynamics 365 implementation, configuration, and support, including e-commerce, POS solutions and call centre.

*  Experience of using DevOps

*  Can demonstrate extensive experience in wider application support, with experience in supporting business-critical IT systems

*  Experience in supporting and managing IT integrations, across a variety of platforms and technologies

*  Experience in any of the following applications are desirable: AGR Demand and Forecast Planning, Avery Berkel, BarTender, Oracle Hospitality POS.

*  Experience in the wider Microsoft product family and technology stack including SQL Server, Azure hosting and integration technologies, and the Microsoft Power Family are an advantage.

Role Specific Criteria (Category/Department/Technical)

Competencies

• Dynamics 365
• Microsoft PowerApps
• DevOps
• Excellent problem solving & troubleshooting skills
• Consulting and facilitating
• Stakeholder relationship management
• Incident and problem management
• Functional Design documentation  
• Planning and organising 
• Presentation skills
• User guides & technical support documentation

Behaviours 

• Ability to manage conflicting priorities and customer 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 
• Outcomes focused and driving results
• 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 modify messages to technical and non-technical audiences
• Works at pace, but with accuracy and attention to detail
• Supports and encourages others to keep things simple 

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