Bianca Killins
Product Owner / Business Analyst | IT • GRC • ServiceNow | Responsible AI Track
Professional Status
Employed
Available
About Me
I turn complexity into clarity and growth. With 8+ years of experience spanning instructional design, technical writing, business analysis, and ServiceNow strategy, I’ve built systems and frameworks that help teams adopt technology with confidence and compliance.
As an implementation architect, I’ve led federal and education sector deployments that boosted adoption by 20%+ through smart requirements, training, and change management. My track record includes 30+ eLearning modules, SOP systems that passed 3+ years of state audits, and 100% audit success in complex regulatory environments.
Most recently, I’ve focused on Responsible AI and GRC, designing toolkits and frameworks that translate NIST AI RMF and the EU AI Act into business-friendly systems. I believe compliance can be a competitive advantage, and that responsible adoption is the key to scaling technology sustainably.
As an implementation architect, I’ve led federal and education sector deployments that boosted adoption by 20%+ through smart requirements, training, and change management. My track record includes 30+ eLearning modules, SOP systems that passed 3+ years of state audits, and 100% audit success in complex regulatory environments.
Most recently, I’ve focused on Responsible AI and GRC, designing toolkits and frameworks that translate NIST AI RMF and the EU AI Act into business-friendly systems. I believe compliance can be a competitive advantage, and that responsible adoption is the key to scaling technology sustainably.
IT Account Group Manager | Sr. Business Analyst
Professional Solutions Delivered, U.S. Department of Veterans Affairs
June 2023
to July 2025
- Designed compliance frameworks and risk assessment protocols for ServiceNow APM implementations, ensuring responsible technology deployment across VA departments.
- Partnered with cross-functional teams to define business requirements, backlog priorities, and adoption KPIs, improving deployment success rates by 20%.
- Provided comprehensive QA oversight, version control, and analytics dashboards to monitor compliance with federal standards and quality benchmarks.
- Developed training workshops and enablement strategies that accelerated system proficiency and stakeholder buy-in during digital transformation initiatives.
LMS Design Consultant
Generation USA
December 2022
to 2024
Consultant
- Designed instructional frameworks and training content for responsible AI tool adoption across 5+ enterprise departments.
- Built 100+ instructional materials and adoption playbooks using enterprise-grade tools, ensuring Section 508 and WCAG accessibility compliance.
- Delivered scalable microlearning programs that improved technology adoption and workforce readiness by 25%.
ServiceNow System Administrator
TechBridge
September 2022
to May 2023
- Authored comprehensive SOPs and training materials for ServiceNow ITSM implementations, establishing governance standards for system operations.
- Applied instructional design principles to workflow development, improving ITSM adoption rates by 20% and stakeholder confidence.
- Contributed to pilot programs integrating analytics dashboards and agile practices, reducing ticket resolution times by 12%.
Case Manager
Georgia Cyber Academy
November 2018
to February 2023
- Designed and delivered 30+ eLearning modules for regulatory compliance across law enforcement, safety, and emergency management sectors.
- Applied data-driven approaches to improve program completion rates by 35%, supporting organizational scalability goals.
- Developed SOPs and compliance documentation achieving 100% audit success rates across multiple regulatory frameworks.
Educator | Case Manager
Fulton County Schools
August 2014
to November 2018
- Automated compliance tracking systems, ensuring ongoing 100% compliance with district requirements.
- Created LMS and training aids, increasing adoption by 75% and reducing support queries by 95%.
- Developed IT compliance documentation, achieving 100% regulatory adherence and reducing audit gaps by 15%.
Skills
AI Governance & Risk Management
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Responsible AI Frameworks (NIST AI RMF, EU AI Act, ISO/IEC AI Standards)
Translate NIST AI RMF and EU AI Act requirements into actionable business processes and compliance documentation for federal and enterprise implementations.
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AI Risk Assessment & Audit
Design risk assessment protocols and audit frameworks that confirm AI systems meet regulatory standards while maintaining operational efficiency.
- AI Ethics & Compliance
- Model Transparency & Accountability
- Bias Detection & Mitigation
- Enterprise AI Policy Development
- Responsible AI Training
Product Management & Business Analysis
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Requirements Gathering
Lead cross-functional projects using structured methodologies, creating comprehensive SOPs and documentation that improve team efficiency and compliance outcomes.Expert
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Backlog Prioritization
Facilitate agile ceremonies, manage product backlogs, and guide teams through iterative development cycles for software implementations and training rollouts.Expert
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Stakeholder Management
Develop go-to-market strategies, create sales training materials, and design customer-facing resources that accelerate product adoption and revenue growth.
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Product Roadmaps
Built cross-functional partnerships between technical and business teams, facilitating knowledge transfer and collaborative problem-solving for complex implementations.
- User Story Development
- Cross-functional Collaboration
- Change Management
- Data-Driven Decision Making
- AI Regulatory Compliance Translation (Federal, Enterprise, Education)
Enterprise Systems & GRC
- ServiceNow Platforms (APM, ITSM, GRC, CMDB)
- Risk & Compliance Documentation
- Digital Transformation
- Regulatory Compliance
- Business Process Optimization
- Microsoft Office Suite
- Agile/Scrum
- Quality Assurance
- Performance Analytics
Training & Enablement
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Instructional Design (Technology Adoption)
Lead Individual Education Program audit processes, ensuring 100% documentation compliance and supporting successful state regulatory reviews.
- Learning Strategy
- Adult Learning Principles
- LMS Platforms
- Adobe Creative Suite
- Section 508/WCAG Compliance
- Analytics & Reporting
- Stakeholder Enablement
- Change Management Training
Certifications
