At ServiceNow, I lead documentation strategy for three products and redesigned content and information architecture to make information easier to find. The redesign drove significant page view growth within 1.5 years and reduced negative feedback to fewer than five tickets.
I also build and test AI skills for content review, release notes, gap analysis, and community-post mining. I provide feedback to the central AI team and train writers on using these tools in their day-to-day work.
At VMware, I developed content strategies and redesigned documentation across product lines, increasing consumption and reducing negative feedback and support calls. I also served as writing lead for a team of four, and at Nuance I helped establish DITA workflows and a multi-writer publishing pipeline.
