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Bianca Killins

Strategic Technologist | ServiceNow Implementation | AI Automation Advocate

Bianca Killins
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.
  • 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.
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  • Produced 50+ compliant e-learning docs (Canvas LMS, UDL, WCAG 2.1 AA).
  • Built interactive Canvas courses boosting engagement 20% via multimedia.
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  • Managed Service Portal with 90% SLA compliance; developed KPI dashboards/reports.
  • Automated workflows via scripting (client/server-side); maintained CMDB (95% accuracy).
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  • Authored 200+ technical documents (SOPs, guides, KB articles), cutting training time by 25%.
  • Partnered with IT security to document protocols, enhancing user comprehension.
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  • Designed e-learning modules, boosting course completion by 40%.
  • Created LMS/user guides, increasing adoption by 75% and reducing support queries by 95%.
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Bachelor's-Public Relations

Florida A&M University

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

  • 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

  • Instructional Design
    Expert
  • E-Learning Development
    Expert
  • Technical Documentation
    Expert
  • AI-Enhanced Content Development (ChatGPT, Copilot)
    Expert
  • LMS Administration
    Expert
  • Knowledge Base Management
    Advanced