Rashi Tanwar

IT Consultant / System Administrator with 7+ years of experience in ServiceNow administration, with proven expertise in ITOM - CMDB, Service Mapping, Event Management, Governanance & ITSM.

Consultant - Genpact

(2024-07 - 2026-10)

• Worked on ServiceNow ITOM, CMDB, Event Management, and ITSM solutions, supporting implementation, configuration, maintenance, and operational improvements.
• Supported CMDB management and governance, ensuring data accuracy, completeness, consistency, and integrity of Configuration Items (CIs) and their relationships.
• Worked on ServiceNow Discovery to support infrastructure discovery, CI identification, classification, and maintaining accurate configuration data in the CMDB.
• Configured and supported Event Management processes, including event classification, prioritization, filtering, alert correlation, suppression, and escalation.
• Supported event-to-incident automation by configuring event rules and alert management processes to ensure actionable events were routed to the appropriate support teams.
• Monitored infrastructure and application events to identify service-impacting issues, recurring alerts, duplicate events, and potential operational risks.
• Collaborated with Incident, Problem, Change, Infrastructure, and Application Support teams to improve event handling and ensure timely resolution of operational issues.
• Contributed to CMDB optimization and data quality initiatives, identifying discrepancies, validating CI relationships, and supporting configuration data governance.
• Supported Service Mapping activities by validating service dependencies and relationships between business services, applications, and underlying infrastructure.
• Participated in the implementation and support of ServiceNow integrations with enterprise monitoring and infrastructure management platforms.
• Performed integration testing, functional validation, issue analysis, and troubleshooting to ensure the reliability of ServiceNow ITOM and ITSM processes.
• Analyzed event trends, alert volumes, and recurring incidents to identify opportunities for event noise reduction, alert tuning, and process improvements.
• Prepared technical documentation, operational procedures, configuration documents, dashboards, and runbooks to support ongoing ITOM and Event Management operations.
• Collaborated with cross-functional and global teams to gather business requirements, support solution implementation, and align technical solutions with operational needs.
• Contributed to continual service improvement initiatives by identifying automation opportunities, improving event quality, and following ServiceNow platform best practices.

System Administrator - Chi Networks

(2023-09 - 2024-06)

• Monitor and troubleshoot server tasks while overseeing mail routing and paging queues.
• Verify daily backups and complete comprehensive problem reports.
• Administer monitoring setups for Linux/Windows servers using Zabbix and Grafana.

System Engineer - Tata Consultancy Services - Australia

(2019-09 - 2023-06)

• Collaborated closely at onsite in Australia with the client FCTG as a Middleware Engineer.
• Successfully set up and configured Azure servers, facilitated the seamless migration of on-premises servers to Azure virtual machines, and provided ongoing support for Azure VMs.
• Demonstrated expertise in identifying and analyzing issues on Linux, IIS, and Azure servers onsite for the client.
• Employed deployment tools such as Runway, Rundeck, Octopus, and Azure Portal to execute efficient and streamlined deployments.
• Actively collaborated with cross-functional teams, including the Development, Database, Cloud, and AWS teams, to analyze and optimize issue resolution in an agile environment, ensuring optimal performance and customer satisfaction.
• Played a pivotal role in creating and maintaining comprehensive technical documentation for middleware components and services, which included architectural diagrams, installation and configuration guides, and troubleshooting manuals using tools like Confluence.
• Maintained dashboards and monitored on a diverse range of tools and languages, such as Nagios, GitLab, New Relic, Rundeck, Runway, Linux, Splunk, and Jira, throughout the different phases of the project, ensuring seamless operations and efficient workflows.
• Provided valuable support for AWS servers on AWS instances, along with expertise in Splunk for effective log management and analysis.
• Hands-on experience on New Relic APM, Synthetics, Infrastructure, Insights, Mobile and Browser environments.
• Hands on experience on Amazon Web Services (AWS), Amazon Cloud Services like Elastic Compute Cloud (EC2), Simple Storage Service (S3).
• Displayed proficiency in enhancing, implementing, and supporting Windows and application servers using tools like Putty and IIS, contributing to the overall stability and performance of the infrastructure.
• Demonstrated strong incident management skills by generating incidents and tickets using ServiceNow and Jira, ensuring prompt and efficient resolution of issues.

Hello English - Intap Labs

• Contributed as a dedicated Business Development Volunteer for Culture Alley, a nonprofit organization focused on language learning.
• Collaborated closely with BCG consultants, principals, teachers, students, and state-level education authorities (DEOI, DEOII) to implement a government awareness project successfully.

B.Tech / B.E. - Vivekananda Institute of Technology , RTU (2019)

XIIth - English (2015)

Xth - English (2013)