ServiceNow Consultant

EKANTIKA SINGH

+1-551-***-**** LinkedIn *******@***.***

Visa Status: H1B Approved in 2024

EDUCATION

NEW YORK UNIVERSITY New York, NY

Master of Science in Information Systems 05/23

• Interdisciplinary coursework in Business Management and Computer Science

• Focus on Business Process Modeling, Data Analytics, and System Architecture UNIVERSITY OF MUMBAI Mumbai, India

Bachelor of Engineering in Computer Science 06/19

• Chair (2018-19) Association of Computer Machinery-Women (ACM-W)

• Vice Chair (2018-19), Publicity Head (2017-18) Association of Computer Machinery (ACM) PROFESSIONAL EXPERIENCE

PROV INTERNATIONAL California, USA

Business Intelligence Technical Consultant 07/23 – Present Awarded as Employee of the 4th Quarter 2023, Employee of the 4th Quarter 2024

• Worked as a Business Process Consultant (BPC) for Ryder Fuel Services.

• Conducted business requirement gathering and process analysis for Chipotle to align solutions for improving their working with Vendors, Field Agents and Restaurants.

• Configure and customize ServiceNow modules for Chipotle to enhance workflow efficiency by 84% for their business processes and automated Work Order Assignments to their most efficient Vendors and Agents using Dynamic Scheduling.

• Developed custom Web and Mobile applications for Restaurants (to raise Work Orders), Vendors (for Submitting Proposals, Invoices and Working on Work Order Tasks) and Field Agents (for Accepting and Working on Assigned Work Orders) using JavaScript.

• Designed 11 KPI dashboards and 67 real-time reporting to provide actionable insights to Chipotle into process improvements.

• Conduct training sessions, including "Train the Trainer" programs, On-site for Chipotle and Aethon including internal teams.

• Documented SOP’s and training Manuals for 6000+ Restaurants to help understand usage of web portals and applications based on our development.

• Represented my company by getting selected by ServiceNow (amongst all their partner companies) through an interview to work with them as a Senior Technical Consultant for Success Academy. NEW YORK UNIVERSITY STERN SCHOOL OF BUSINESS New York, USA Data Analyst Course Assistant Graduate Fellow 01/22 – 05/23

• Analyzed raw student employment data and generated KPI-driven reports reflecting employment ratios in various fields and companies for Stern MBA students which was published on Stern’s employment report website.

• Facilitated MBA student-company networking events by managing scheduling and logistics for 350+ students.

• Led a Data Analysis Hackathon by preparing and providing 17 transportation datasets—extracted, merged, and cleaned using Python, Jupyter Notebook, and Google Collaborator—to support participants in solving multiple business problem statements.

• Served as a technical Subject Matter Expert and Mentor, authored business problems, and guided student teams, with one of the mentored teams securing first place in the Hackathon. LARSEN & TOUBRO INFOTECH LTD Mumbai, India

Software Engineer – Application Development & Operations 08/19 – 08/21

• Revamped a time-reporting web application for 5,000+ internal employees.

• Developed an airline reservation prototype using Java, SQL, and web technologies in an Agile development environment.

• Created Standard Operating Procedure (SOP) and compliance documentation to ensure system efficiency for OKQ8; a Sweden based petroleum company.

PROJECTS

• Enhanced Case Management & SLA Adherence: Automated email parsing and case creation reducing manual errors by 35% for Success Academy.

• Work Order Task Optimization: Developed historical performance-based agent assignment algorithms decreasing response time by 78% for Chipotle.

• Diggs AI Business Assistant: Designed an AI-driven chatbot for document retrieval and knowledge management, improving response efficiency by 40%.

• Movie Sentiment Analysis for Box Office Prediction: Applied machine learning models (Random Forest, AdaBoost) to predict earnings, improving prediction accuracy by 20%.

SKILLS & TOOLS

Business Analysis: Requirements Gathering Use Case Development Business Process Modeling KPI Reporting UAT Testing User Stories Gap Analysis Process Improvement Stakeholder Management Business Intelligence Technical: SQL Python R JavaScript ServiceNow Tableau Power BI JIRA Confluence Data Analysis Workflow Automation Java

Methodologies: Agile Scrum IT Service Management (ITSM) Field Service Management (FSM) Customer Service Management

(CSM)

Soft Skills: Communication Problem-Solving Team Leadership Training & Mentoring Other: Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook

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