Bianca Killins
Responsible AI Strategist • Instructional Designer • ServiceNow & GRC Consultant
Professional Status
Employed
Available
About Me
Hi, I’m Bianca, a design-forward Instructional Strategist blending tech, creativity, and ethics to build future-ready learning. With 8+ years of experience, I design user-centered training that bridges complex systems like ServiceNow and AI governance with clarity and elegance.
Certified in CSA, CSM, CSPO, I turn frameworks into intuitive onboarding, storyboards, and toolkits.
My content aligns with FERPA, HIPAA, NIST AI RMF, and ISO/IEC 23894 standards, combining instructional design with Responsible AI integrity.
Whether I’m mapping ServiceNow training journeys or creating Responsible AI modules, I design with intention: to reduce risk, empower users, and make learning magnetic.
Currently building RAISE-Labs.org, a nonprofit rethinking AI in education.
Let’s build something ethical, smart, and stunning.
Certified in CSA, CSM, CSPO, I turn frameworks into intuitive onboarding, storyboards, and toolkits.
My content aligns with FERPA, HIPAA, NIST AI RMF, and ISO/IEC 23894 standards, combining instructional design with Responsible AI integrity.
Whether I’m mapping ServiceNow training journeys or creating Responsible AI modules, I design with intention: to reduce risk, empower users, and make learning magnetic.
Currently building RAISE-Labs.org, a nonprofit rethinking AI in education.
Let’s build something ethical, smart, and stunning.
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
- Developed 200+ compliance-focused technical assets (SOPs, knowledge base articles, policy guides), reducing training time by 25%.
- Translated complex educational mandates into clear, standardized documentation, laying the foundation for Responsible AI toolkits that prioritize clarity, fairness, and risk mitigation in K–12 governance.
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
ITIL4 Foundation
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
Instructional Design & Technical Writing
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Instructional Design
Expert
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E-Learning Development
Expert
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Technical Documentation
Expert
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AI-Enhanced Content Development (ChatGPT, Copilot)
Expert
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LMS Administration
Expert
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Knowledge Base Management
Advanced
AI-Powered ServiceNow Strategy & Automation
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AI Workflow Automation
Advanced
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GRC & Risk Management
Advanced
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Policy & Compliance Automation
Good
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AI Workflow Automation
Advanced
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Digital Transformation & Process Optimization
Advanced
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Automation Integration
Advanced
Project Mangement & Product Ownership
-
Agile Product Lifecycle Management (Scrum, SAFe)
Expert
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User Story Mapping & Backlog
Expert
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Stakeholder Engagement & Requirements Gathering
Expert
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UAT Planning & Change Enablement
Advanced
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Risk Management & MVP Feature Strategy
Advanced