Bianca Killins
Strategic Technologist | ServiceNow Implementation | AI Automation Advocate
Professional Status
Employed
Available
About Me
I am Bianca, an AI-driven Product Owner and ServiceNow Trainer with over eight years of experience in digital transformation and IT process automation. Certified as a CSA, CSM, and CSPO, I design and deliver IT training programs that empower teams and drive measurable outcomes. My expertise includes leveraging advanced AI and ServiceNow solutions to develop scalable, user-centered systems and to create impactful visual documentation and training materials.
I am committed to delivering solutions that enhance efficiency, adoption, and business impact.
I am committed to delivering solutions that enhance efficiency, adoption, and business impact.
IT Account Group Manager
U.S. Department of Veterans Affairs-Professional Solutions Delivered
Since June 2023
- Led product ownership initiatives, developing IT roadmaps and managing portfolios, improving project alignment by 40%.
- Supported ServiceNow Application Portfolio Management (APM) deployment, reducing errors by 20% and enhancing system efficiency.
LMS Design Consultant
Generation USA
Since December 2022
Consultant
- Produced 50+ compliant e-learning docs (Canvas LMS, UDL, WCAG 2.1 AA).
- Built interactive Canvas courses boosting engagement 20% via multimedia.
ServiceNow System Administrator
TechBridge
September 2022
to May 2023
- Managed Service Portal with 90% SLA compliance; developed KPI dashboards/reports.
- Automated workflows via scripting (client/server-side); maintained CMDB (95% accuracy).
Case Manager
Georgia Cyber Academy
November 2018
to February 2023
- Authored 200+ technical documents (SOPs, guides, KB articles), cutting training time by 25%.
- Partnered with IT security to document protocols, enhancing user comprehension.
English Teacher/ Case Manager
Fulton County Schools
August 2014
to November 2018
- Designed e-learning modules, boosting course completion by 40%.
- Created LMS/user guides, increasing adoption by 75% and reducing support queries by 95%.
Certifications
ServiceNow: Certified System Administrator, ServiceNow
ServiceNow: Micro-Certification - Service Portal
ServiceNow: Micro-Certification - Performance Analytics
SserviceNow: Now Assist Executive Micro Cert
ServiceNow: Micro-Certification - Flow Designer
ServiceNow: Micro-Certification - Agile and Test Management Implementation
ServiceNow Micro-Certification - Configure the CMDB
Certified ScrumMaster (CSM)
Certified Scrum Product Owner (CSPO)
Skills
AI-Powered ServiceNow Strategy & Automation
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AI Workflow Automation
Advanced
-
GRC & Risk Management
Advanced
-
Policy & Compliance Automation
Good
-
AI Workflow Automation
Advanced
-
Digital Transformation & Process Optimization
Advanced
-
Automation Integration
Advanced
Project Mangement & Product Ownership
-
Agile Product Lifecycle Management (Scrum, SAFe)
Expert
-
User Story Mapping & Backlog
Expert
-
Stakeholder Engagement & Requirements Gathering
Expert
-
UAT Planning & Change Enablement
Advanced
-
Risk Management & MVP Feature Strategy
Advanced
Instructional Design & Technical Writing
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Instructional Design
Expert
-
E-Learning Development
Expert
-
Technical Documentation
Expert
-
AI-Enhanced Content Development (ChatGPT, Copilot)
Expert
-
LMS Administration
Expert
-
Knowledge Base Management
Advanced