Years of experience: 25

Risk ManagementCall CenterKnowledge ManagerInstructional DesignerData EntryHR Analyst

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Joy's Career Path
ITSM & Knowledge Management Consultant | ServiceNow | Metadata Strategy | KCS V6Mar. 2024 -
Present
IT ConsultantITSM & Knowledge Management Consultant | ServiceNow | Metadata Strategy | KCS V6
Washington DC-Baltimore Area• Directed the migration of 18,000+ articles into ServiceNow, transforming disparate SOPs into structured, searchable knowledge aligned with business outcomes. • Partnered with Product Owners, SMEs, and executive sponsors to define strategic knowledge goals, ensuring alignment with KPIs and reducing ticket deflection gaps. • Acted as Product Owner for knowledge workflows, prioritizing backlog...
L&D Content and Marketing StrategistJan. 2022 -
Nov. 2023
Capital OneL&D Content and Marketing Strategist
Developed engaging educational content, aligning learning strategies with corporate objectives. Spearheaded the planning and execution of large-scale national tech and L&D conferences, contributing to enhanced brand visibility and community engagement. Track and measure talent education engagement outcomes after marketing campaigns and report progress to various stakeholders to drive employee...
Product OwnerMay. 2016 -
Dec. 2021
Capital OneProduct Owner
Identify campaign opportunities to simplify, automate and consolidate across LOB General understanding of all LOB’s and their annual strategy to look for synchronization and eliminate duplicate efforts. Create a consistent user experience across all LOB’s Working Group Leader for (Director +) IAM Devs, Business Risk Management and Senior Leadership Create and maintain knowledge based technica...

Joy's Posts

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    About myself

    Expert in minimizing help desk demands through strategic documentation enhancements and chatbot designs, cutting cybersecurity help desk staffing from three agents to half an agent. Successfully managed three platform migrations to ServiceNow.

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    Job Description

    Seeking a strategic role focused on refining knowledge bases and documentation, bridging informational gaps, or advancing chatbot adoption for improved customer interaction.

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    How to contact

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    How I can help you

    • Streamline processes for clarity and speed. • Simplify complex concepts for easy understanding. • Reduce redundancy for clear, simple processing. • Lead teams to self-sufficiency, minimizing dependency.

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    People I am looking for

    • Businesses needing organized, efficient job aids. • Companies seeking uniform knowledge storage methods. • Teams wanting quick, accurate customer support solutions.

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    Experience & Cases

    • Reduced helpdesk size by 75% with Chatbot integration. • Eliminated costly duplicate processes via team collaboration. • Revived career courses with strategic marketing. • Worked with: Capital One, Bank of America, Genworth.

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    How to contact

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