Bianca Killins
Strategic Technologist | ServiceNow Implementation | AI Automation Advocate
Professional Status
Employed
Available
About Me
Hi, I’m Bianca, a Product Owner with a passion for AI, ServiceNow, and training. I've spent over 8 years driving digital transformation through technical writing and workflow automation. With CSA, CSM, and CSPO certifications, I work with teams to create solutions that make a real difference.
IT Account Group Manager
Professional Solutions Delivered-U.S. Department of Veterans Affairs
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/English Teacher
Georgia Cyber Academy
November 2018
to February 2023
- Authored 200+ technical documents (SOPs, guides, KB articles), cutting training time by 25%.
- Partnered with IT security to document protocols, enhancing user comprehension.
English Teacher
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
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
ServiceNow Implementation & Automation
-
Process Optimization
Advanced
-
Workflow Automation
Advanced
-
Digital Transformation Leadership
Advanced
-
AI Content Automation
Good
-
AI Workflow Automation
Good
Project & Product Management
-
Agile Methodologies
Expert
-
Project Planning & Scheduling
Expert
-
Product Roadmap Development
Expert
-
Product Lifecycle Management
Expert
Technical Writing & Instructional Design
-
SDLC Documentation
Advanced
-
Technical Documentation
Expert
-
Instructional Design
Expert
-
E-Learning Platform (LMS)
Expert