Tyler Herman Email & Phone Number

New York, Us

• Led a team of administrators/developers which supported the ServiceNow platform across the enterprise, including HR, Finance, IT, Procurement, Fleet, Operations, etc.; Consistently delivered projects on time and maintained satisfied stakeholders by employing Agile and hybrid methodologies.• Architected and built a robust, custom scoped HR Case Management application which enabled the business to migrate from a legacy solution and digitize critical workflows for HR, Payroll and other key COEs saving over $250,000 annually. Application utilized a custom security model following access control best practices and encryption to ensure data protection.• Designed and developed a comprehensive Vehicle Fleet Management application which centralized visibility and provided automated workflows for our fleet of over 8,000 vehicles which helped to save approx. $100,000 annually by reducing vehicle underutilization. Application included custom portal pages, widget, record producers, flows and an EDI integration with our fleet vendor using SFTP.• Led the implementation of the IT Operations Management (ITOM) Visibility Discovery module which provided comprehensive visibility into IT infrastructure components and relationships and drove efficient impact analysis of Incidents, Change Requests and vulnerabilities.• Developed custom integrations with Coupa, Azure AD, Omada IDM, Oracle HCM, Brivo, AirWatch and several third party vendors using methods such as REST APIs, SQL database queries, and Secure File Transfer Protocol (SFTP), ensuring seamless, secure data exchange and process automation.• Expert in advanced ServiceNow development using JavaScript with proficiency across the core platform in areas such as flows, widgets, script includes, business rules, client scripts, UI actions, etc.• Managed all platform maintenance activities including major and minor upgrades/patches. Leveraged Automated Testing Framework (ATF) where possible to reduce testing effort.

Houston, Texas, Us

• Product manager for ServiceNow. Responsible for identifying and spearheading development and implementation of new solutions leveraging the ServiceNow platform to meet information technology and business needs.• Served as the IT Change Manager, Major Incident Manager and Problem Manager and continually improved the processes involved with all three areas to minimize risk and business downtime.• Managed a Production Operations team responsible for 24/7 monitoring of critical systems and scheduled jobs, access control and tape management.• Built and presented advanced executive level reports comprised of data from multiple systems including ServiceNow, JIRA, PeopleSoft, UCCE and more.• Created and manage strategic release roadmap for ServiceNow enhancements, bug fixes, updates, etc.• Administrated and developed applications on the ServiceNow platform including, but not limited to, Service Catalog, Incident Management, Problem Management, Knowledge Management, Change Management, Service Portal.• Experience working with Business Rules, Client Scripts, UI Policies, UI Actions, UI Pages, Access Control Lists, email notifications, inbound actions, scheduled jobs, events, triggers, advanced reporting, home pages and more.• Proficient in JavaScript, VBA, HTML, CSS as well as writing SQL and REST API calls.• Experience implementing SLAs and OLAs across multiple modules including Incident, Service Catalog and other custom task types.

Houston, Tx, Us

• Managed 30+ individuals allocated across several multi-tiered technical support and customer service teams responsible for engineering solutions to issues with the real-time data systems and instrumentation package including areas such as WITS, EDR, RTSG, IADC Toursheets, Payroll and Remote Wellsite Data.• Lead performance reporting, training development and infrastructure upgrade projects which enhanced field and office support operations and improved customer resource accessibility.• Oversaw strategic rollout of software updates for the Rigwatch drilling instrumentation package to ensure high levels of quality and customer satisfaction were maintained.• Monitored rig downtime and allocated technical resources to engineer solutions, prioritizing safety, minimization of impact to drilling operations and mitigating financial burden.• Coordinated employee training attendance and support coverage to maintain sufficient staffing to meet call center service level. Processed training feedback to aid in establishment of new training packages.• Functioned as team leader of corporate safety team comprised of 42 members and was responsible for development and delivery of regular safety related training, communicating key updates from HSE and motivating employees to make safety their top priority.• Developed and analyzed regular incident trending reports and UCCE statistics which enabled call volume forecasting and resource management of customer service representatives and technicians.• Administered effective customer service and performance oriented coaching coupled with SMART goals to achieve consistent 'Issue Resolved' percentages of 95% or higher and an increase in team 'Overall Satisfaction' score of approximately 5%.• Instituted performance management policies and procedures, such as performance agreements and quarterly reviews, which abetted team improvement of the key departmental metric, "transactional Net Promoter Score", by 20%.

Associate Of Applied Science (A.A.S.), Electronics Technology

Certification Of 1080 Hours Completed, Electronics Technology