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Business Systems Analyst

IT - Piccadilly

Contract: Permanent
Salary: Competitive and Benefits

Our Head Office department is located in the heart of Piccadilly and occupies the 5th & 6th floor of our beautiful flagship store. This central London location, offers so much to explore including restaurants, bars, cultural sites, shopping and more, and only a short walk from the Green Park Tube Station and plenty of bus stops.

Role Purpose:

Fortnum & Mason are looking for a Business Systems Analyst to join the Fortnum’s Family!   We have undergone a fundamental and rapid shift in digital capability in the last few years and with an ambitious strategy to continue offering fantastic customer experiences & empowering colleagues, through better use of digital, technological and data innovations.

We’re now looking for someone who wants to shape that transformation, taking on responsibility for the system and technical best-practice for the Fortnum and Mason environments.

Fortnum & Mason has undergone a fundamental and rapid shift in digital capability in the last few years and with an ambitious strategy to continue offering fantastic customer experiences & empowering colleagues, through better use of digital, technological and data innovations.

We’re now looking for someone who wants to shape that transformation, taking on responsibility for the system and technical best-practice for the Fortnum and Mason environments.

Why work for us:

  • You’re naturally analytical, curious, and enjoy a technical challenge
  • Wants to become an industry expert in the best-in-class use of digital technology and systems design, implementing new modules and improving existing processes
  • Expert in the systems and applications which Fortnum & Mason has built its digital capability on – especially Microsoft Dynamics / D365
  • Opportunity to progress through senior and lead BSA roles, with the opportunity to grow down managerial or technical specialism.
  • From Day 1, working on delivering projects with significant strategic and commercial value to the business
  • Great exposure to senior teams, including board and management committee, across many different departments, including commercial, operations, people, and international
  • We’re a small, inclusive, passionate team, which will give you responsibility and the space to innovate and shape the way the business runs

What the role does:

Core Operational Improvement: provide in-depth knowledge of our core SaaS platform (Microsoft Dynamics 365 application and Magento) to support the smooth day-to-day operation of the business. Each BSA will develop functional expertise in some of our additional software and data systems, depending on the projects & teams they become involved with. The BSA team are experts on the integrations between our systems, and the smooth flow of information between them

Digital Transformation: they will work closely with Business Analysts and other business stakeholders to advise on how we enable our commercial projects with data, systems and software.

Development: collaboration with the developer team to define new functionality in Fortnum’s applications

Key Role Accountabilities


  • Responsible for identifying organisational need for new configuration, development within Fortnum’s applications, preparing technical specifications where required, implementing, testing, and integrating new functionality.
  • Get involved in a range of projects, throughout Operations, Commercial, International & Customer facing areas, and help design the ways in which Fortnum can develop systems & data to delivery new customer and colleague propositions.


  • Monitor the Dynamics application ensuring the platform remains available and performant at all times. Responsible or ensuring routine system backups are conducted and system upgrades or new application releases are planned, tested, and implemented smoothly.
  • Provide a second line of day-to-day support for the more complex technical incidents and problems, principally relating to the Dynamics platform, working with the applications support service desk to investigate and resolve these sustainably.
  • Maintain documentation of key databases and the applications linked to them.

People & Collaboration

  • Work with Fortnum & Mason staff to resolve operationally impacting system issues, providing documentation and training when necessary.
  • Liase with support partners and software suppliers when needed to fulfil the requirements of the organisation.
  • Work closely with the Business Analysts and Architecture and Engineering team to identify and develop functionality changes.

What we’re looking for

Previous Experience:

  • Proven experience of working as a Business Systems Analyst preferably within a relevant sector (Retail, Logistics, Grocery or Operations)
  • Demonstrable experience of the Microsoft Dynamics AX platform (2009,2012, 7 or 365), ideally within the Retail sector (formal certification advantageous)
  • Can demonstrate extensive experience in application support
  • Experience in a technical role in projects implementing new software systems or integration programmes (desirable)
  • Magento experience (desirable)

Technical Competencies:

  • Dynamics AX application knowledge and skills
  • Power BI or other dashboarding/information presentations competencies
  • Magento 2 knowledge and skills
  • Behaviours & Skills:
  • Analytical ability and problem-solving skills
  • Systematic approach to identifying faults and pursuing paths to resolution
  • Ability to manage conflicting priorities and customer expectations
  • Prioritisation skills with the ability to manage workload
  • Team player
  • Self-driven and assertive
  • Proactively takes responsibility, owns any issues arising and follows through to resolution
  • Outcome-focused and driving results
  • Strong written & verbal communication skills, with the ability to modify messages to technical and non-technical audiences
  • Enjoys bringing simplicity to concepts and encouraging that in others
  • Works at pace, but with accuracy and attention to detail

We expect the successful candidate to have the following skills and experience:

  • Proven experience of working as a Business Analyst, preferably within the retail or hospitality sectors
  • Experience in business analysis and business change; formal business analysis qualifications are preferred
  • Proven experience of working closely with and managing business stakeholders to transform business processes, drive efficiency and deliver robust and efficient solutions particularly where there are complex cross functional or multi-system dependencies
  • Demonstrable knowledge of the project management life cycle stages, and experience of working through the full lifecycle from concept through to post-implementation reviews
  • Experience in working in, and prioritising work of, multiple IT Projects across multiple business functions
  • Experience working with Enterprise Resource Planning systems is desirable; Microsoft Dynamics preferred


  • Requirements definition and gathering
  • Business process analysis
  • Retail industry best practice awareness and the ability to challenge established process
  • Retail process awareness and the ability to manage and facilitate business change
  • Stakeholder engagement and management
  • Data and information analysis
  • Influencing and decision making
  • Communication skills both verbal and written being clear, fluent and concise
  • Listening, facilitation and presentation skills
  • Solution assessment


  • Questions and listens to understand the interactions between people processes and technology
  • Inspirational by the drive, energy and pace they provide
  • Outcome focused, driving results with high levels of accuracy and attention to detail, exhibiting tenacity to resolve issues as they arise
  • Makes sense of complex situations and provides pragmatic insight
  • Actively demonstrates curiosity about the business, its goals and operational challenges
  • Assertive and collaborative style, demonstrable delivery focus and gravitas with internal stakeholders and external suppliers
  • Supports and encourages others to keep things simple
  • Pragmatic problem solver and innovator who is prepared to be hands-on


In return we offer the following fabulous benefits:

  • A competitive salary
  • Annual discretionary bonus
  • A generous store and restaurant discount
  • A subsidised staff restaurant which uses Fortnum’s ingredients
  • 25 days paid holiday (plus bank holidays) a year and an extra day off for your birthday
  • Excellent pension scheme
  • Invitation to our annual staff party
  • And because we value your service with us, we give you additional annual leave and incredible gifts once you’ve been with us for 5 years
  • At Fortnum & Mason we've been innovating for more than 300 years and as part of our mission to deliver a sense of pleasure for the centuries to come. We have grown to be a digitally focused and multi-channel company with the excitement of expanding our family to include those willing to grow with us.

Those who can consistently demonstrate individual initiative within a collaborative team framework, thrive at Fortnum & Mason. If this sounds like you, and you’re ready for the next step in your career, we welcome your application!