Department: Information Technology

Looking to unbox your full potential? STEP UP with the ALDO GROUP.

WE'RE ON A JOURNEY TO CREATE A WORLD OF LOVE, CONFIDENCE AND BELONGING

The ALDO Group has been on this journey for over 40 years. We believe that our passionate associates are at the heart of our success, and that with them we will lead into our future with kindness.

The ALDO Group is committed to diversity and inclusion, not only now, but for the long term. We strongly encourage people who are Aboriginal, racialized, have disabilities, come from gender and sexually diverse communities and/or have intersectional identities to apply for employment with us. At ALDO Group, we will always strive to take steps to create a diverse and inclusive work environment that promotes equal opportunity and accountability.#WeAreALDO

STEP UP EXPERIENCE

• Recognition programs to showcase your talent!
• To be part of a company that takes a stand on issues affecting people, the environment, and our partners
• Summer Fridays (because Summer is for fun)
• Purchase discount on merchandise sold in all our divisions.
• Family & Friends events with discounts on our products
• Subsidized cafeteria & daycare
• Subsidized public transportation and free parking
• On-campus gym with access to a trainer
• Flex schedules and telecommuting
• Sick days
• Attractive total compensation!

YOUR ROLE

As part of the Aldo Group’s Service Delivery team, the Service Desk Product Owner is responsible for defining and prioritizing product features and ensuring that the product meets the needs of IT and the business. The Product Owner works closely with cross-functional teams, to development, design/re-design, and drive the product vision and roadmap.

Responsibilities

• Design, implement, and manage business processes and workflows to improve operational efficiency and effectiveness within the ATLASSIAN JIRA platform.
• Drive teams to create knowledge articles and content that assists users in resolving incidents and services requests without a Service Desk agent.
• Evolve the Service Desk to become less dependant on telephone contacts.
• Re-design and implement workflows to eventually be used by automation and Chat.
• Implement Chat functionality for Service Desk agents.
• Identify opportunities for process improvement and automation to streamline workflows.
• Collaborate with cross-functional teams to ensure alignment of workflows with business objectives.
• Develop and maintain process documentation, standard operating procedures, and training materials.
• Monitor and analyze workflow metrics to identify trends and areas for improvement.
• Provide guidance and support to team members to ensure adherence to workflows and processes.
• Analyze business processes to identify areas for improvement, including bottlenecks, redundancies, and inefficiencies.
• Develop and document process maps and workflows to provide a visual representation of existing and proposed processes.
• Develop and maintain key performance indicators (KPIs) to measure the effectiveness of process improvements.
• Stay up-to-date with emerging trends and best practices in business process management and apply these insights to improve workflows.

DO YOU HAVE THE PROFILE WE'RE LOOKING FOR?

• Bachelor's degree in business administration, information systems, or related field
• 5+ years of experience in Service Desk, workflow management, process improvement, or related field
• Strong understanding of business operations and process improvement methodologies
• Experience with workflow automation tools
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Experience with project management methodologies and tools, such as Agile or Scrum, is a plus

#LI-VB1

Don't wait any longer: STEP UP with us. We want to meet you!

WANT TO KNOW MORE ABOUT US? HERE ARE SOME FUN FACTS.

Present in more than 100 countries, the ALDO Group has established itself with strong brands: ALDO/ALDO Accessories, Call it Spring and Globo. Guided every day by its purpose “A journey to create a world of love, trust and belonging”, the organization is simply unique. What makes our culture so one of a kind is our people’s passion for innovation, excellence, craftsmanship, entrepreneurship and diversity, as well as their empathy and friendliness. In addition, our associates all have an insatiable curiosity!