Experience — Bianca Killins

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Experiences

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.

Detailed Description

Led AI-driven implementation, supporting platform growth and business needs.
Created and updated process documentation, improving project clarity and compliance by 40%.
Partnered with developers and analysts to refine technical specifications, boosting development efficiency by 25%.
Applied instructional design, raising training effectiveness 30%.

Produced 50+ compliant e-learning docs (Canvas LMS, UDL, WCAG 2.1 AA).
Built interactive Canvas courses boosting engagement 20% via multimedia.

Detailed Description

Automated 15% efficiency gain with AI tools (10K+ learner impact).
Reduced content production 30% (5→2 days) using templates/automated QA.
Optimized Canvas templates cutting creation time 35%, increasing adoption 25%.
Conducted UX audits for 20+ courses, improving navigation ease by 40%.
Designed microlearning assets reducing cognitive load while increasing retention by 22%.

Managed Service Portal with 90% SLA compliance; developed KPI dashboards/reports.
Automated workflows via scripting (client/server-side); maintained CMDB (95% accuracy).

Detailed Description

Conducted feature testing, reducing post-upgrade issues by 20%.
Implemented ITIL incident management, reducing ticket backlog by 10%.
Oversaw user access/roles, improving security by 15%.
Automated 25% of manual processes, accelerating request fulfillment.
Executed platform updates/patches, increasing performance by 10%.

Authored 200+ technical documents (SOPs, guides, KB articles), cutting training time by 25%.
Partnered with IT security to document protocols, enhancing user comprehension.

Detailed Description

Built SIS/SSO troubleshooting guides, reducing support queries by 30%.
Trained staff on SIS/SSO systems, boosting proficiency by 30%.
Managed 100+ learner cases, ensuring 100% compliance and improving efficiency by 45%.
Coordinated documentation reviews, ensuring all cases were updated within mandated timelines, avoiding compliance issues.
Developed a centralized knowledge base, increasing team productivity by 35%.

Designed e-learning modules, boosting course completion by 40%.
Created LMS/user guides, increasing adoption by 75% and reducing support queries by 95%.

Detailed Description

Created user guides for digital tools, cutting training time by 20% and boosting efficiency.
Developed IT compliance docs, ensuring 100% regulatory adherence and reducing audit gaps by 15%.
Automated compliance tracking in classroom systems, maintaining 100% regulatory compliance.
Produced digital resources, improving communication efficiency by 20% and policy compliance.
Designed visual aids, increasing stakeholder understanding and buy-in by 25%.