Updater

Data Analyst

• Define, build, and maintain the Looker dashboards that track funnel conversion and key product KPIs across product lines, so every team shares one trusted view of performance.
• Investigate user behavior across the full journey (invite → onboarding → active usage → conversion) to explain why metrics move and where the biggest opportunities hide.
• Design and analyze A/B tests that are statistically sound and trusted for business decisions, partnering with product and marketing to raise conversion across our buyflows.
• Build and maintain dbt models in Snowflake that power self-serve analytics and keep metric definitions consistent and reliable.
• Size opportunities and quantify the impact of launches so product teams invest in the highest-leverage work.
• Own recurring performance reporting for key enterprise partners, in collaboration with customer success.
• Monitor product health, help spot anomalies before they hit the business, and answer high-stakes questions with fast, rigorous analysis.

Lead Data Analyst, Product Analytics

IT Support

• Serve as the first point of contact for all IT support requests at Updater, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication.
• Provide white-glove end-user support across macOS and Windows endpoints, Iru (MDM), , Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite.
• Own the day-to-day ticket queue: response and resolution SLAs, accurate categorization, escalation to Tier 3/4 teammates as needed, and clean ticket hygiene to keep the Helpdesk auditable.
• Support employee onboarding, offboarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management).
• Surface recurring issues and friction points back to the IT team so they can be solved at the root rather than re-resolved one ticket at a time.
• Lead Updater’s IT knowledge management program — establishing the standard for how IT documents what it knows and driving adoption across the team.
• Take ownership of our Confluence and Helpdesk knowledge bases: runbooks, troubleshooting guides, SaaS administration procedures, onboarding/offboarding playbooks, and end-user-facing help articles.
• Author documentation that is structured, consistent, and machine-readable, so that both employees and the AI assistants they use (Claude, ChatGPT, Copilot, Gemini) can reliably retrieve and apply it.
• Partner with the Director, IT & Business Process Transformation, on the AI at Updater Confluence space and the AI Education Resource Hub, ensuring that IT-authored content serves as a canonical reference for the company.
• Treat every ticket and every system change as a documentation opportunity — capture what was learned, publish it, and reduce the long-tail rate of repeated questions.
• Maintain the freshness of existing knowledge by auditing, retiring, and rewriting content continuously as the IT environment evolves.
• Grow into hands-on administration of Updater’s SaaS stack, including Okta (group, rule, and policy management), Google Workspace, Slack Enterprise Grid, Atlassian (Jira and Confluence), Zoom, Iru, Microsoft Intune and Freshservice.
• Execute routine SaaS administration tasks — provisioning, de-provisioning, license management, permission changes, and lifecycle hygiene — with accuracy and a documentation-first habit.
• Support change management and access reviews in partnership with the IT Systems Architect and the Security team, contributing to Updater’s ISO 42001 certification posture.
• Assist with rollout, configuration, and ongoing administration of new SaaS tools as Updater’s environment evolves.