Bethany Sloan Email & Phone Number

Murray, Ky, Us

Arlington, Va, Us

Arlington, Virginia, Us

In support of the Department of Veterans Affairs (VA) / Enterprise Service Management (ESM)• Support the ServiceNow Product Services and Platform Management product line. Prepare ServiceNow governance documents and work instructions, including development guidelines and integrations processes to be followed by ServiceNow developers. Create RACI charts and cross-functional process maps to illustrate workflows throughout the ServiceNow software development lifecycle (SDLC). • Support the Architecture Review Team by editing the team charter, setting weekly meeting agendas, providing metrics, and publishing minutes that detail the presentations, next steps, and approvals granted.• Solicit product and process information from ServiceNow product and process owners to create and maintain the Enterprise Service Management (ESM) ServiceNow Onboarding Job Aid, which walks organizations through the process of requesting and using ServiceNow applications as they are supported at the VA.• Draft ServiceNow citizen development governance, process documentation, process maps, and journey map. Collect lessons learned from pilot ServiceNow Citizen Development efforts.• Collect and track requirements and action items for ServiceNow Service Catalog Product Owner.• Create prototype for Service Level Agreement Performance Reports (SLAPR). Present monitoring targets, data, and Points of Contact in monthly SLA Performance Reports (SLAPR).• Design SharePoint sites to include new structures for SharePoint libraries and individual team pages.

Pryor, Oklahoma, Us

In support of the Department of Veterans Affairs (VA) / IT Service Management (ITSM)• Collect and track requirements and action items for ServiceNow product teams in an Agile environment. Scribe approximately 15–20 meetings per week.• Manage project artifacts and permissions on SharePoint.• Support standardization and adherence to project documentation development by creating and encouraging the use of templates that follow the Office of Information Technology (OIT) style guide. • Collaborate with subject matter experts and content owners to draft and edit Standard Operating Procedures, Design Guides, Knowledge Articles, ITIL documents, Visio workflows, and ServiceNow Data Dictionary. • Gather and present resource assignment reports (monthly status reports and 2-week projections) to inform management and leadership. Team consists of 55-58 contractors.

Murray, Ky, Us

IT SERVICE MANAGEMENT• Researched and indexed the information architecture of higher education service catalogs. Discussed options with Department of Information Systems' Directors and Managers. • Helped develop the project roadmap. Developed collaborative templates used to collect service requirements and workflows of roughly 100 services for the university’s IT Service Catalog. • Developed Service Catalog architecture and design, generated content, led marketing campaign through print and digital media, and maintained content accuracy through change processes.• Designed the landing page of the IT Service Catalog with responsive design and usability in mind. WEB DEVELOPMENT AND USER EXPERIENCE• Developed targeted content and interface design as a member of the User Experience / ERP Portal Development Team. • Designed wireframes and style guides, modified Bootstrap.js, performed testing, and analyzed keywords for search engine optimization.• Developed ColdFusion applications to create dynamic websites using SQL and Access databases.• Created online survey instruments and customized filtered reports for faculty research projects and university assessment needs, in accordance with Institutional Review Board (IRB) policies. Approximately 40 projects per year.• Provided user support and collected user experience feedback.TRAINING AND SUPPORT• Presented face-to-face and online workshops addressing usability, web accessibility, and uses of technology for course instruction. Approximately 10 workshops per year.• Provided administrative and technical support for Banner ERP portal, Canvas and Blackboard learning management systems and integrated instructional technologies, Google Apps, Adobe Creative Suite, and Microsoft Office Suite.• Provided web authoring and SFTP account support for the University’s intranet. • Managed student interns from Spring 2010 through Fall 2014. Developed training materials and conducted one-on-one trainings.

Murray, Ky, Us

Department of Continuing Education and Academic Outreach• Taught online course, Integrated Studies Research II (BIS 302), as part of the Bachelors in Integrated Studies program. • Course topics include: learning advanced online search techniques and tools for research on the Internet, identifying copyright and plagiarism issues, developing annotated bibliographies following MLA and APA style guides, and writing project proposals. Approximately 60 students per semester.

Murray, Ky, Us

Department of English and Philosophy• Taught Writing for the Web (ENG 422) which covered XHTML 1.0, CSS, web accessibility, design techniques, and usability testing. Approximately 25 students per semester.• Taught the Introduction to Technical Writing (ENG 324) service course both online and face-to-face. Course topics include: resumes and letters, instruction sets, usability tests, recommendation reports, and HTML. Approximately 25 students per semester.

Morrisville, Nc, Us

• Co-wrote and edited proposals and technical reports for clients including Department of Defense (DoD) and Federal Emergency Management Agency (FEMA). • Wrote, edited, and designed user guides and technical manuals for the software development team. • Collaborated with programmers and cognitive psychologists by editing GUI messages and creating context-sensitive help using RoboHelp. • Provided graphic assistance by editing photos and creating graphs and charts.

Master'S Degree, Technical And Scientific Communication

Bachelor Of Arts (B.A.), English / Professional Writing