Work experience

ServiceNow | Senior Knowledge Management Specialist / Staff Knowledge Engineer

May 21 - present

Leadership & Vision

Led transformation of knowledge program by adapting it to meet the user needs and leveraging industry best practices. The updated program established a new standard and led to increased productivity, training, and a unified strategy

Content design & Strategy

Developed a training module for the knowledge program based on user personas and realigned the existing documentation to the new strategy

UX Design & usability research principles

Collaborated on redesign and user experience of the web content. Conducted user experience research to evaluate that user needs and goals were met

Mitchell International | Knowledge Management Specialist II

2019-2021

User Research

Implemented Google analytics on help content website to gather user interaction data

User-focused strategy

Led initiative to inform content decisions based on user interaction data with help website. Updated the content strategy and self-service experience for internal customers based on user personas and actual usage patterns.

ESET | Knowledgebase Technical Writer I-II

2016-2019

User Experience content design, leadership & strategy

Initiated and completed help website redesign project that integrated the user journey across multiple help sites. I conducted user research, applied UX design principles, and evaluated user experience data to create a design that met the needs of the users and the goals of the organization.