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Bianca Killins

Strategic Technologist | ServiceNow Implementation | AI Automation Advocate

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Bianca Killins
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Professional Status
Employed
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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.
Experiences
  • 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%.