Heather Hix Email & Phone Number

Dallas, Texas, United States

Independent Business Consultant specializing in change management support activities. Partner with clients to fully understand the change activity and assist in project execution. Provide guidance and support in learning development, documentation, and communication.• Participate in sessions with client to help develop most effective process flows.• Test process flows and tool functionality within tools to fully comprehend content from customer perspective.• Create technical documentation to ensure not only the tool functionality is understood, but the ‘why’ behind the process is included. Materials produced are training toolkits and quick reference materials.

Plano, Texas, United States

Owned organizational change management duties within the IT Service Management team for ServiceNow modules. Maintained full suite of documentation for global audience including instructional design and eLearning creation, demos, knowledge articles, quick reference documents, technical tips, and product release communications.• Maintained strong partnerships with each global ITSM Process Owner (SME). Streamlined working sessions to allow for efficient content creation for each ServiceNow process area.• Participated in all product updates using an Agile workflow. Responsibilities included forging partnerships with development team and product owners. Tested user stories to gain strong understanding of tool development, allowing for accurate documentation and training.• Restructured how course content was developed and delivered each course in short bite-sized lessons to provide greater flexibility for IT learners with time restrictions.• Created and voiced over eLearning lessons, providing succinct understanding of technical content.• Delivered training courses in a classroom setting and facilitated courses via Teams or Zoom.• To resolve accessibility issues for our global associates, implemented QuickHelp as a learning solution.• Developed a full range of technical documentation via knowledge articles to assist with new users with both tool functionality and the ‘why’ behind process decisions. This approach allowed users to easily understand the importance of performing actions within ServiceNow.• Designed and maintained content on PepsiCo’s web portal providing user friendly interface for onboarding.• Utilized collaboration tools, including Yammer, to host all documentation regarding tool and process changes, permitting all ITSM users to collaborate directly with process owners.• Developed a full range of support documents, including training manuals, training decks, voice over scripts, quick reference cards, knowledge articles, and technical tips.

Plano, Texas, United States

Partnered with application development teams to onboard support to the Service Desk. Responsibilities included writing technical documentation, coordinating training and drafting communications.• Streamlined process to partner with application development teams creating consistency in the process.• Scheduled and delivered application training in a classroom setting for support analysts.• Established strong relationships with support teams to address concerns, improvements, and to establish quality customer service.• Documented new knowledge articles in support of onboarding process.

Plano, Texas, United States

Subject matter expert on the Service Desk team for 20+ applications. Researched escalated issues for technical solutions and documented information in knowledge articles. Reviewed documents created by backline support teams to ensure consistency and quality.• Supported Knowledge Management Process Owner with decisions driving quality initiatives.• Provided guidance about knowledge management best practices.• Assisted in review of 8000+ knowledge articles during transition to new service management tool.• Partnered with application owners to understand support concerns and communicate information to Service Desk members.• Documented technical solutions as knowledge articles.

Plano, Texas, United States

Provided customer support for all divisions within PepsiCo, supporting application, hardware, and network issues. I displayed strong oral communication skills and strong customer service when speaking with customers over the phone. I used excellent written communication skills when documenting technical steps within our ticketing system. I also acted as a knowledge engineer and reviewed technical documentation to be published within the Knowledgebase.

Bachelor Of Arts - Ba, Business Management - Entrepreneurship And Strategic Management

Education record

Completed basic courses and transferred to University of North Texas.