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Lead 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:

  • Lead ERP (D365 F&O) technical functional expertise for Fortnum & Mason.
  • This role requires strong communication internally and externally and needs to be able to work at a Strategic level as well as have hands on Tactical and Operational skills to define work and trouble shoot / resolve issues in an effective way.
  • Our longer-term intention is to evolve this role to a Solution Architect but initially it will require hands on work.
  • The role also includes coaching / mentoring other Business Systems Analysts.
  • Strong practical experience of D365 F&O in a retail environment is highly desirable.
  • Strong knowledge of retail, inventory order management, warehouse and logistics areas of D365 F&O required, additional financial domain knowledge preferred.
Key Responsibilities:
  • Close engagement with Microsoft and D365 F&O support partners to maximise relationship and benefit to Fortnum’s. Staying aware of Microsoft’s roadmap and related roadmaps to contribute to impact assessment of Fortnum and Mason’s D365 environments and mitigate the risk of functionalities breaking.
  • Working with the Business Teams to understand opportunities / requirements, develop user stories in DevOps (or ITSM) and define product backlog
  • Inspiring the business through demonstrations of the possibilities of D365 F&O and its wider capabilities / integration to meet Fortnum’s needs and strategic ambitions
  • Maximising the use of D365 F&O partnerships and take a configuration first approach within the system vs overly customised. Striving for a vanilla solution wherever possible.
  • Supporting the teams with regression testing of solution, UAT, and training. Debugging bugs. Developing functional designs, test plans and scripts where applicable.
  • Identifying opportunities to simplify existing workflows, batch jobs solutions using in-house tools (e.g. Power Platform) accessible to us removing the dependency / reliance on our third-party suppliers
  • Driving innovation such a building, customising and configuring the system as well as utilising for example Power Platform into your POC solutions
  • Go-live and post-live support
  • Budget management and business case development where required
  • Resolving tickets and issues raised by clients in accordance with internal service levels, processes, and procedures
  • Preparing and representing D365 F&O changes at CAB
  • Advising customers on best practices for F&O processes, user interface and architecture
  • Advising on complex D365 F&O cases and proposing comprehensive solutions based on third-party’s customisations
  • Working with Transformation teams on ad hoc projects as a SME utilisation resource from BSA team to complete project tasks on time and within budget
  • Developing solutions that improve the efficiency and capability of F&O system users
  • Providing weekly reporting requirements as described in the template below


  • Strong practical experience of D365 F&O in a retail environment is highly desirable.
  • Strong knowledge of retail, inventory order management, warehouse and logistics areas of D365 F&O required, additional financial domain knowledge preferred.
  • Line management.
  • 3rd party management.
  • Budget management.


  • 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
  • Strong communication and the 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

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!

• A competitive salary
• A generous store and restaurant discount of up to 40%
• 25 days 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