Workplace System Administrator

Join Riverside Natural Foods Ltd., a Canadian-based, family-owned, and globally operating business, committed to leaving the world better than we found it. As a B-Corp certified, Triple-Bottom Line company, we proudly manufacture nutritious, 'better-for-you' snacks such as MadeGood and GOOD TO GO. We value teamwork, humility, respect, ownership, adaptability, grit, and fun. We’re on an ambitious mission to double our business by 2030, and we need talented individuals like you to help us reach new heights. At Riverside, you’ll have the opportunity to chart your own path to success while contributing to ours. We believe anything worth doing is worth doing right, and our values will guide us through the rugged terrain – and yes, it will get rough. But that’s what makes the journey worthwhile. So, lace up your boots and let’s tackle the climb together. You can learn more about us at [](https://www.riversidenaturalfoods.com). **The Opportunity:** As a family owned and led company, Riverside Natural Foods (“Riverside” or the “Company”) has the freedom to pursue our founders’ vision of being a values-based and purpose driven food company that puts people first – our employees, our consumers, our partners, and our communities. Our purpose of “inspiring a healthier and more compassionate world” starts within our four walls and extends well beyond them to include everyone we can positively impact through our products, our business, and our relationships. Continued rapid growth fueled by our focus on delivering disciplined growth to build a bigger, more capable, more productive, and more responsible business has created the opportunity to strategically invest in the creation of a Workplace Service and Innovation Manager position. Besides leading the IT helpdesk operations, this position also leads the effort in optimizing the overall Workplace Service through strategic partnership and technology adoptions with an enterprise view. **Position Summary:** The Workplace System Administrator, who is a member of the IT Infrastructure team, leads the System Administration to serve all Riverside users. The quality of the service is evaluated by service reliability, user satisfaction, and asset efficiency. Riverside IT is staffed by both permanent employees and 3rd party service providers. The RNF IT supports Riverside users to use workplace technologies and solutions. The users are based at sites in GTA, Chicago, Europe and at home offices. The workplace support is provided during regular business hours and after hours. The workplace technologies and solutions that are utilized at Riverside include computers and peripherals, printer, RF scanner, VoIP phone, cell phones, tablets, Microsoft Office 365 applications, such as Outlook, Teams, OneDrive, etc., MFA, Adobe, DocuSign, Shared Drive, websites and domains, AWS, Azure cloud, ITSM, and other desktop and Cloud based solutions. **Primary Responsibilities:** - Administer and maintain the backend configuration of ManageEngine ServiceDesk, including requests, incident, problem, asset, service catalogue, approval, notification, SLA, and automation workflows. - Own the backup solution, monitor backup-job health and capacity, resolve failures, maintain retention policies, and periodically validate recoverability through restore tests. - Plan and execute on-premises file-data migrations to SharePoint Online and AWS, including discovery, permissions mapping, remediation, user communication, validation, and post-migration support; manage the SharePoint site lifecycle, governance, access, storage, and archival. - Work with IT partners to provide server support, including patching, server onboarding and offboarding, Remote Desktop Services licensing, server security, Active Directory backend improvements, DNS, file services, storage, and data management. - Administer Microsoft 365, Active Directory, and Microsoft Entra ID services, including user and group management, access controls, MFA, role assignments, Group Policy, and identity lifecycle processes in accordance with least-privilege principles. - Maintain VoIP and Teams Phone systems, including numbers, call queues, auto attendants, devices, licensing, troubleshooting, documentation, and coordination with carriers and vendors. - Own the IT change-management process, including change intake, risk and impact assessment, approvals, scheduling, and maintenance of the change calendar. - Monitor system availability, performance, capacity, and event alerts; serve as an escalation point for complex incidents and coordinate timely restoration of service. - Lead incident and problem-management activities for assigned platforms, including root-cause analysis, corrective actions, trend analysis, and knowledge-base updates. - Maintain accurate technical documentation, system diagrams, standard operating procedures, recovery runbooks, configuration records, inventories, and support knowledge articles. - Use scripting and automation, where appropriate, to reduce manual work, improve consistency, strengthen controls, and produce reliable operational reporting. - Work primarily on site and travel within Canada and the United States up to four times per year; provide occasional after-hours support for maintenance, projects, and IT emergencies, and perform other duties as required. - Provide advanced support for and continually improve audio-visual and meeting-room systems across sites with workplace service specialist, including standards, monitoring, preventive maintenance, documentation, and vendor coordination. - Participate in infrastructure and workplace-technology projects, including requirements, solution evaluation, testing, implementation, handover, lifecycle upgrades, and decommissioning. - Manage operational relationships with service providers and vendors, including escalations, service-level reviews, licenses, warranties, renewals, support cases, and cost-effective use of technology assets. - Undertake additional responsibilities, projects, and assignments as required to support business and IT operational needs. **Reporting Relationships** - This position reports to the Information Security Manager. - This position will manage 3rd party service and solution providers. **Qualifications** - Post-Secondary diploma in Information Technology related fields. - Minimum of 5 years of experience in an IT position including 3 years in system administration in a company with >500 employees. - Must have experience in managing IT projects that involve 3rd party IT service and solution providers. - Must have hands-on experience in using and supporting common IT hardware, such as computer, printer, tablets etc. - Must have hands-on experience in using and supporting key Microsoft 365 applications, such as Outlook, OneDrive, Teams, Sharepoint etc. - Must have active directory and server management experience. **Microsoft 365 administration** certification preferred. - Must have experience in using common ITSM solutions. **ITIL** or other ITSM certifications strongly preferred. - **CompTIA Network+** or **Security+** strongly preferred. - **AWS Associate** certification is an asset. - **PASSIONATE** and has a desire to learn, roll-up their sleeves and set an example as a “doer”. - Ability to prioritize and multitask multiple projects at the same time. - Ability to work autonomously. - Ability to work well under pressure in a fast-paced environment. - Strong problem-solving skills and attention to detail and accuracy. - Excellent interpersonal and collaboration with a proven ability to successfully deal with complex issues working within the context of cross-functional teams. - Strong verbal, written and interpersonal skills. - Exceptional time management and organizational skills, self-starter with a high level of initiative and **ADAPTABILITY** - **TEAM** player with a positive attitude. - Demonstrates **HUMILITY** throughout the company on a daily basis. - Aptitude to exhibit, **RESPECT** and protect Riverside’s Core Values in a changing environment. **Functional & Leadership Competencies** ---------------------------------------------------- **Functional Competencies** ---------------------------------- **Functional/Technical Skills:** Demonstrates strong hands-on knowledge of Windows Server, Active Directory, Microsoft Entra ID, Microsoft 365, SharePoint Online, DNS, backup and recovery platforms, ManageEngine ServiceDesk, VoIP/Teams Phone, and audiovisual systems. **Problem Solving**: Uses structured troubleshooting and root-cause analysis to resolve complex incidents, prevent recurrence, and restore services with minimal business disruption. **Process Management**: Designs, documents, maintains, and continuously improves repeatable processes for change management, backup and recovery, patching, server lifecycle management, identity administration, SharePoint governance, and IT service management. **Managing Through Systems:** Uses monitoring, automation, workflows, service-management tools, documentation, and performance reporting to maintain effective control over technology services and third-party support activities. **Priority Setting**: Effectively balances incidents, service requests, security remediation, maintenance activities, and project work based on urgency, risk, business impact, and available resources. **Leadership Competencies** ------------------------------------ **Customer Focus**: Understands the needs of Riverside users and delivers secure, reliable, and practical technology services that support productivity across all locations. **Drive for Results**: Takes ownership of commitments, follows issues through to resolution, meets service and project targets, and proactively identifies opportunities for improvement. Demonstrates Riverside's value of being PASSIONATE and action-oriented. **Peer Relationships**: Builds effective working relationships with IT colleagues, business stakeholders, vendors, and service partners. Shares information, supports common goals, and demonstrates Riverside's TEAM and RESPECT values. **Learning on the Fly:** Quickly learns unfamiliar systems and technologies, applies lessons from incidents and projects, and adjusts effectively as business priorities and technical requirements change. Demonstrates ADAPTABILITY and HUMILITY. **Integrity and Trust:** Handles privileged access, confidential information, security controls, and technology changes responsibly. Communicates openly, maintains accurate records, acknowledges mistakes, and follows approved processes. **Key Accountabilities** ----------------------------- **Manage Engine ServiceDesk administration** – Maintain the backend configuration, workflows, service catalogue, SLAs, approvals, notifications, asset records, and automation supporting IT service delivery. **Backup and recovery** – Own the backup solution, monitor backup operations, resolve failures, maintain retention requirements, and demonstrate that critical systems and data can be restored. **SharePoint migration and site lifecycle** – Manage the migration of on-premises data to SharePoint Online and administer site provisioning, ownership, permissions, storage, governance, archival, and retirement. **Server, identity, and infrastructure administration** – Coordinate with IT partners to support server patching, onboarding and offboarding, Remote Desktop Services licensing, security, Active Directory improvements, DNS, file services, storage, and data management. **Communications and audiovisual services** – Maintain VoIP and Teams Phone services and support reliable audiovisual and meeting-room technology across Riverside locations. **Key Performance Indicators** -------------------------------------- | Responsibility | KPI / Metric | Target | | --- | --- | --- | | **ManageEngine ServiceDesk Administration** | Percentage of critical workflows documented and current; approved workflow changes delivered on time; accuracy of service catalogue, SLA, approval, and notification configurations | **100%** of critical workflows documented within **3 months.** | | **Backup and Recovery Management** | Successful backup-job rate; failed critical jobs investigated; scheduled restore tests completed successfully | **≥98%** monthly backup success; **100%** of critical failures investigated within **1 business day**; **100%** of quarterly restore tests completed and documented | | **SharePoint Migration and Site Lifecycle** | Migration milestones delivered on time; post-migration defects; sites with confirmed owner, purpose, permissions, and lifecycle status | **≥95%** of milestones completed on schedule; | | **Server and Identity Administration** | Server patch compliance; critical vulnerability remediation; completion of server and account onboarding/offboarding checklists | **≥95%** monthly patch compliance; critical vulnerabilities addressed within 90 days. | | **VoIP and Teams Phone Reliability** | Core phone-system availability; incidents resolved within SLA; accuracy of number, licence, call queue, and auto-attendant records | **≥99.9%** availability; **≥90%** of incidents resolved within SLA. | | **Audiovisual and Meeting-Room Support** | Percentage of monitored rooms fully operational; AV incidents resolved within SLA; recurring AV incidents | **≥95%** room readiness; **≥90%** of incidents resolved within SLA. | | **Change Management** | Production changes documented and approved; successful change rate; percentage of emergency changes; failed changes receiving post-implementation review | **100%** of production changes recorded and approved; **≥95%** successful changes; emergency changes **<10%.** | | **Security and Access Managemen** | Privileged-access reviews completed; terminated-user access removed on time; security remediation completed within established timelines | **100%** quarterly privileged-access reviews; **100%** of termination access removed within the approved SLA. | | **Vendor and IT Partner Performance** | Vendor SLA achievement; scheduled service reviews completed; corrective actions closed on time | **≥95%** SLA achievement; **100%** of quarterly reviews completed; **≥90%** of corrective actions closed by the agreed date | | **Continuous Improvement and Automation** | Completed improvements or automations; measurable reduction in manual effort, recurring incidents, or processing time | At least **1 documented improvement per quarter** after the first **3 months**, with benefits and time savings measured | Please note this role as a **new** vacancy. Salary Range $80,000—$85,000 CAD At Riverside, we are committed to transparency and fairness in our compensation and job posting practices. The range above reflects the target compensation for the position at the time of posting. Exact compensation will be determined based on experience, skill set, education, and training, as well as other organizational needs, while balancing internal equity. **What we expect:** - **Values-led:** You’ll be a member of a thoughtful and compassionate team that prioritizes respect, teamwork and resourcefulness along with a good dash of fun. Sometimes, even making granola bars is hard, and life’s too short to take ourselves so seriously that we don’t enjoy the journey. - **Unparalleled experiences and opportunities**: We’re still determining who we are and what we can be. Help us shape what this organization will look like and what we’ll offer the world, into the future. This means rolling up your sleeves and sometimes building the process – fast! – while employing it. At Riverside, progress occasionally means proceeding imperfectly, and we’re okay with that, as long as we’re staying true to our values and learning and improving along the way. - **Access to everyone:** We’re a flat organization with few silos which means you’ll have full access to everyone from our founders to our production staff. Even when employees dress up, they wear steel-toed shoes. So don’t be shy. Speak up, share your ideas and go places you normally wouldn’t – like the plant, or the boardroom. - **Personal development**: We’ll support and empower you to chart your own path and reach any heights you set for yourself. Career paths at Riverside are carved by the people walking on them, not dictated by leaders. Count on us to give you the training and tools to grow and progress. - **Gratitude**: As a growing business, we can’t always offer formal recognition like awards programs, but we do show our true gratitude and appreciation. At Riverside, we’re all in this together and we value you. - Be a Riverside Brand Ambassador: Stay relentlessly close to our consumers and represent the brand in every interaction, decision, and deliverable. Bring the consumer voice into your work by protecting product quality, availability, and experience, acting early when standards slip, and delivering consistent value that earns trust, advocacy, and long-term brand love. **What We Offer:** - **Values-led:** We don’t cut corners or step on anyone or anything on our way to our summit. There is no winning at all costs here. Every step you take must align with our values, no compromises. - **Courageous determination:** As a family-run, rapidly growing business, we are often challenged to find ways to deliver that aren’t obvious or easy. You must be willing to try, ask and answer challenging questions, test and learn, turn over every stone, keep moving forward and help us find a way through. Resourcefulness and grit will be your constant companions at Riverside and will serve you well. - **Humility:** We’re a small (but growing) fish in a sea of whales and sharks. We know the products we offer are some of the healthiest and most sustainable, but we don’t brag about it, and know we have a steep path ahead. We pride ourselves in being respectful and supportive of others while shining brightly through our innovative, high-quality products. There isn’t one superstar at Riverside. We take turns leading the way as we climb to the summit. - **Continuous improvement:** As a learn-as-we-go organization, we rely on each other to continuously improve everything we touch to make it better, more efficient, more sustainable, and more endearing to customers, consumers, employees, vendors, partners and the community. We own our mistakes and learn from them as we wind our way to the top. Wait! There’s more! - Immerse yourself in our comprehensive benefits program, with Riverside taking care of the costs! - RRSP matching or 401k matching for an empowered financial journey - Eligibility to participate in Riverside's Profit Sharing Plan - Join Employee-Led Resource Groups (ERGs) championing mental health, sustainability, diversity, women, and LGBTQ+ rights - Develop your career further through our Riverside University program and with our Tuition Reimbursement Program - An open concept work environment that embodies our Values **How to Apply:** If you have the commitment to excellence, the energy, the attitude and experience we need, then please submit your resume to careers(AT) with the job title you are applying for in the subject line or click the apply button! Riverside Natural Foods Ltd. is committed to providing an inclusive and accessible environment for everyone. If you have a disability and require accommodation in the interview process, please let us know when you apply. We thank all applicants for their interest; however, due to volume, please note that only candidates selected for an interview will be contacted. Disclaimer: *As part of our recruitment process, we may use technology-assisted tools, including automated systems, to support the review and assessment of applications. These tools do not make final hiring decisions. All decisions related to screening, interviewing, and selection are made by our Talent Acquisition and hiring teams.*