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 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 failur