Project: Knowledge Management for Technical Team
While at SAP Concur, I took the initiative to develop and maintain the team’s internal documentation, addressing common questions, supporting onboarding, and filling critical gaps in technical knowledge.
Drawing on experience from previous roles, I prioritized documenting infrequent but essential processes—such as accessing specific servers, handling installation “gotchas” with development tools, and resolving recurring issues during code releases. I organized this information using a shared OneNote drive and the company-wide wiki platform, and frequently shared relevant content in team chat to support real-time needs.
A key challenge I addressed was improving the discoverability of documentation. I ensured new team members received onboarding materials to help them ramp up efficiently, with follow-up conversation confirming the content’s usefulness and offering suggestions for refinement.
One of the most noticeable outcomes was a reduction in reliance on senior developers for routine issues, particularly during time-sensitive tasks like code releases. In at least one case, my documentation enabled the team to complete a release independently during a teammate’s vacation—avoiding a delay that had been anticipated.
Although I encouraged broader contributions, I authored and maintained over 80% of the documentation myself. I regularly used time between projects to keep it up to date—balancing focused technical work with creative, detail-oriented writing.
Ultimately, the greatest impact of this work was streamlining the onboarding process and enabling greater operational independence across the team. I also gained valuable insight into the challenges of collaborative documentation, and discovered my passion for technical writing as a distinct strength I bring to every team I’ve since joined.