Business Software Systems Analyst InternAt — Pacific Life

Project Title: Strategic Knowledge Wiki Enhancement – ADO Wiki UX & Structure Overhaul

Objective:
Redesign and enhance the ADO Wiki to transform it into a high-value, easy-to-navigate knowledge platform. This will improve onboarding, reduce ramp-up time, and foster better cross-team understanding.

Key Responsibilities:

• Audit & Restructure Wiki Content
• Identify content gaps, duplication, and areas needing clarity
• Establish a consistent structure and naming convention

• Create Team & System Landing Pages
• Capture team scope, tools, responsibilities, and key contacts
• Summarize system functions at a high level

• Design Visual Workflow Diagrams
• Use Mermaid.js, Visio, or Miro to depict core processes (e.g., quote-to-issue, claims intake, enrollment)
• Embed diagrams into relevant wiki pages

• Build an Onboarding Hub
• “Start Here” section with tools, acronyms, system access info, org maps
• Curated content aimed at accelerating productivity

• Maintain a Change Log & Portfolio
• Track updates, document decisions, and highlight improvements
• Prepare a final presentation summarizing outcomes and structure

Why It Matters:

• Enables faster onboarding and minimizes miscommunication
• Gives you hands-on experience in internal documentation, UX, and process mapping
• Provides a tangible, presentable deliverable for your portfolio

This work is typically done by a Business Systems Analyst and will require you to dive deep into both technical and business processes. While a lot of content already exists, it needs significant restructuring. There's also an opportunity to explore how AI might help streamline this in the future.

Tasks:

Here is a list of duties the student(s) will perform during the internship, all of which are professional or pre-professional in nature and aligned to demonstrate achievement of the identified learning outcomes:

Audit and Analyze Existing Wiki Content

Perform a comprehensive review of current ADO Wiki structure and content to identify duplication, outdated materials, gaps, and inconsistencies.

Recommend improvements using UX and information architecture principles.

Design and Implement New Wiki Structure

Develop and apply a standardized taxonomy, naming conventions, and navigation layout to improve usability.

Organize content into logical categories for easier access and comprehension.

Create Team and System Landing Pages

Conduct interviews or gather data from SMEs to accurately capture team scope, system functionality, tools used, and key contacts.

Draft clear and concise landing pages reflecting this information.

Design Onboarding Hub Content

Curate beginner-focused materials including acronyms, access guides, tools overview, and org charts.

Organize these into a “Start Here” section to support rapid ramp-up.

Contribute to Visual Workflow Documentation

Use tools such as Mermaid.js, Visio, or Miro to produce business process diagrams (e.g., quote-to-issue, claims, enrollment).

Embed these diagrams into corresponding wiki pages for contextual learning.

Participate in stakeholder reviews

Training:

During the internship at Pacific Life, students will receive a structured and supportive training experience designed to facilitate learning and ensure success in their assigned project. Training includes:

General Employer Orientation (Mandatory)
Students begin with a company-wide onboarding session introducing Pacific Life’s mission, values, security protocols, communication tools, and corporate structure.

Weekly One-on-One Mentor Meetings
Regular check-ins with an assigned mentor to provide feedback, answer questions, review progress, and guide professional development.

Overview and Contextualization of Assigned Tasks
Each task or deliverable will be framed with background information, business relevance, and expected outcomes to support critical thinking and purpose-driven work.

Job Shadowing Opportunities
Interns may observe Business Systems Analysts, Technical Writers, and QA professionals to understand real-world application of documentation, analysis, and cross-functional collaboration.

Learning Outcome:

Here’s the revised top four with a new third goal:

1 Master Documentation UX and Information Architecture
Learn how to audit, restructure, and optimize internal wikis for clarity, usability, and consistent navigation.

2 Develop Business Systems Analysis Skills
Gain hands-on experience capturing team scopes, tools, and system workflows—translating complex processes into clear documentation.

3 Design Content for Onboarding and Knowledge Transfer
Create structured, beginner-friendly content that accelerates ramp-up time and improves cross-team understanding.

4 Build and Present a Professional-Grade Portfolio Project
Deliver a tangible onboarding hub and present a final summary of improvements, strengthening your resume and portfolio.