• Discovery. Plan and run workshops, interviews, job shadowing and document reviews with business and IT stakeholders to capture end-to-end processes, pain points and knowledge missed in the initial knowledge transfer. Keep a stakeholder map and schedule SME time across towers.
• Process and system mapping. Model current-state processes and map them to system design, configuration and architecture across Oracle EBS (supply chain, manufacturing, financials), Salesforce and the integration layer, using Miro or an equivalent tool.
• End-to-end tracing. Trace flows across modules and integrations to find handoffs, dependencies, failure points, workarounds and undocumented customizations.
• Knowledge base. Build the SOPs, runbooks, troubleshooting guides and KB articles of record. Set documentation standards, templates and taxonomy that trace from business process to system to support procedure and keep them current as configurations change.
• Tower partnership. Validate content with the Oracle, Salesforce, Infrastructure and Help Desk tower leads and drive adoption of the knowledge base.
• Root cause and improvement. Run fit-gap and root-cause analysis on recurring incidents, feed findings into SLA governance and QBRs, and measure how documentation coverage affects MTTR and onboarding time.
• AI and automation. Identify opportunities for AI-assisted documentation, knowledge retrieval and process automation.
• Compliance. Keep documentation aligned with FDA traceability, PHI handling, ISO 27001 controls and Quality System procedures, and support the Change Advisory Board with the documentation of record.

Success Metrics

• Current-state process and system map: Critical business flows mapped and signed off by SMEs within the first 6 months
• Knowledge base coverage: 90% documentation coverage of high-volume incident types across all service towers.
• MTTR and repeat incidents: 15% reduction year on year.
• Onboarding: Shorter ramp time for new contractors through reusable documentation.
• Documentation currency: No material drift at quarterly review.
• Client feedback: CSAT and QBR feedback confirm better knowledge quality and delivery predictability.