Meet Bianca: A dynamic Product Owner with a flair for simplifying ServiceNow and a passion for making complex workflows effortless. With expertise in Technical Writing, Instructional Design, and Business Analysis, she transforms challenges into seamless, user-friendly experiences. From crafting engaging training materials to turning Learning Management Systems (LMS) into interactive learning hubs, Bianca empowers users. Equipped with advanced Excel, the Microsoft Office Suite, and data analysis skills, she converts insights into effective solutions. Creative, collaborative, and adaptable, Bianca excels in fast-paced environments, ensuring smooth operations and driving success at every stage.
Experiences
IT Account Group Manager
Professional Solutions Delivered
Since June 2023
- Implemented instructional design strategies, improving training module effectiveness by 30%.
- Authored and maintained process documentation, improving IT project clarity and compliance by 40%.
- Supported ServiceNow APM deployment, reducing errors by 20%.
- Collaborated with cross-functional teams to create user guides, toolkits, and training materials.
LMS Design Consultant
Generation
Since December 2022
Consultant
- Developed product documentation, including technical publications and user guides, ensuring alignment with organizational style guidelines.
- Standardized documentation processes, cutting development time by 30%.
- Leveraged content management systems to streamline updates and improve accessibility.
- Incorporated AI tools to enhance content workflows, improving efficiency by 15%.
ServiceNow System Administrator
TechBridge
September 2022
to May 2023
- Managed technical documentation for network infrastructure and network performance, ensuring quality and clarity.
- Collaborated with developers to create technical content for process optimizations.
- Reviewed and edited communication materials, improving document clarity by 25%.
Case Manager/English Teacher
Georgia Cyber Academy
November 2018
to February 2023
- Produced training guides and technical publications, ensuring usability for non-technical users.
- Collaborated with IT security teams to document processes, improving user understanding of security protocols.
- Conducted research to improve documentation usability, reducing confusion by 30%.
English Teacher
Fulton County Schools
August 2014
to November 2018
- Developed e-learning modules and job aids, increasing course completion rates by 40%.
- Created and maintained IT system documentation, improving user understanding and reducting troubleshooting time by 30%.
- Produced user guides and process documentation for LMS and software applications, increasing user adoption rates by 75% and reducing support queries by 95%.
Education
Master's-Public Administration
Barry University
Bachelor's-Public Relations
Florida A&M University
Skills
Technical Writing & Documentation
-
SDLC Documentation
Good
- Technical Documentation
ServiceNow Administration
-
ServiceNow Configuration
Good
-
ITSM Implementation
Advanced
AI & Automation
-
AI Content Automation
Good
- Workflow Automation
LMS System Administration
-
LMS Configuration
Advanced
-
E-learning Content Development
Expert
Project Management
-
Agile Methodologies
Expert
-
Project Planning & Scheduling
Advanced
Instructional Design & E-Learning
-
Instructional Design
Advanced
-
E-learning Platforms (LMS)
Advanced
Product Ownership
-
Product Roadmap Development
Expert
-
Product Lifecycle Management
Advanced
Certifications
ServiceNow Certified System Administrator, ServiceNow
Certified ScrumMaster (CSM)
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