Sam Semana
Servicenow Developer/Consultant @ Pacific Life
Email: [email protected]
Phone: 4697021815
Summary
Previous Servicenow Developer @ Vangaurd
Preferred ServiceNow DeveloperConsultantArchitect
Location Frisco, TX, US
Desired Work
Remote
Settings
Willing to Relocate No
Work
Authorized to work in the United States on a full-time basis.
Authorization(s):
Security Clearance
US Citizen (for security purposes)
Info:
Full-time
Part-time
Contract - Corp-to-Corp
Contract - Independent
Employment Type
Contract - W2
Contract to Hire - Corp-to-Corp
Contract to Hire - Independent
Contract to Hire - W2
Total Experience 16 years
High School @ High School
Education
Bachelors @ Bachelors in business administration
Profile Source Dice
Profile Downloaded Monday, May 5, 2025
SAM SEMANA
ServiceNow Developer/Consultant
Sam Samana | LinkedIn
(469) 702-1815 Frisco Tx-US Citizen
SUMMARY:
• Over 13+ years of IT experience with over 11 years of experience in Service Now Development,
Configuration, Maintenance, Implementation and Administration.
• Strong foundation in software engineering and programming principles across multiple platforms.
• Experience in implementation of various Service Now modules such as Change Management,
Incident Management, Problem Management, Configuration Management, Asset Management ITSM and
Service Request Management (Service Catalog).
• Implemented GRC (Governance, Risk and Compliance) ServiceNow module
• Knowledge in object-oriented analysis design and application development.
• Functional Knowledge and implementation experience of IT Service Management (ITSM)
frameworks and demonstrated project management skills and experience working directly with
Customers and Clients.
• Involved in creating Business Rules, Client Scripts, UI Actions, UI Policies, Email notification,
Script Includes, UI Macros, UI Pages, Workflows SLA’s and Configuration Items.
• Knowledge in Design and development of CMDB (Configuration Management) in Service Now.
• Server Reporting Services, Java, HTML, JavaScript, jQuery and Angular.
• Custom Dashboard creation to visualize the results of Incidents, Requests, Cases.
• Configured LDAP server and LDAP Listener for secure user authentication, ensuring up-to-date access
controls in ServiceNow.
• Automated asset procurement and lifecycle management workflows in HAM, ensuring smooth and efficient
operational processes.
• Developed and integrated SSO, LDAP, and SOAP components for seamless data synchronization and
security across ServiceNow.
• Implemented core ServiceNow ITIL modules like Incident, Change, Problem, and CMDB, CSDM for
improved IT service management.
• Designed and enforced ITAM policies, optimizing asset lifecycle management with SAM and HAM,
ensuring accurate financial tracking.
• Integrated HAM with Vendor and Contract Management, aligning asset procurement with SLAs for smoother
workflows.
• Utilized SAM programming to automate software inventory management and maintain real-time asset
databases.
• Designed and implemented complex flows using ServiceNow Flow Designer, automating key business
processes across ITSM, HRSD and ITOM modules to improve efficiency.
• Led ITAM processes, ensuring operational audit readiness and maintaining compliance with software asset
regulations.
• Integrated HAM with third-party solutions like CG1 and ITMS using REST APIs, enhancing asset data
synchronization.
• Developed HAM solutions leveraging ServiceNow Mobile App, facilitating on-the-go asset management and
ensuring accuracy in field operations.
TECHNICAL SKILLS:
▪ ITSM (Incident, Problem, Change, Request, CMDB)
▪ ITAM (Asset Management, Procurement, Contract Management, SAM Pro, HAM Pro)
▪ HRSD (Employee Service Center, Onboarding, Performance Management)
▪ ITBM (SPM, PPM, APM, Demand Management)
▪ ITOM (Discovery, Event Management, Service Mapping)
▪ Portal Development (Service Portal, CSM)
▪ Scripting (JavaScript, Jelly Script, HTML, Ajax, Groovy, XML)
▪ Integration (REST, SOAP, MID Server, Jira)
▪ Tools - ITIL ITSM, ServiceNow, JavaScript, HTML, CSS, jQuery, Angular JS
▪ Programming Languages - C, C++, Java, J2EE, SQL, PL/SQL, COBOL
▪ Software Methodologies - SDLC, Waterfall, Agile, XP, SLO, Scrum
▪ Databases - Oracle 10g, MySQL, SQL, DB2
▪ Platform - Windows, Linux
▪ ServiceNow Versions - Berlin, Calgary, Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul Jakarta, Kingston,
London, Madrid, New York, Orlando, Paris,Quebec, Rome, San Diego, Tokyo, Utah, Vancouver, Wilmington,
Xanadu, Yukon
CERTIFICATIONS:
• Certified Application Developer (CAD)
• Certified Implementation Specialist (CIS) – ITSM
• Certified System Administrator (CSA)
• ITIL V3 Certified
• ITIL V4 Certified
WORK EXPERINCE:
Title: ServiceNow Developer/Consultant April 2022 -
Present
Client: Pacific Life
• Led ServiceNow ITOM solutions to enhance IT operations, ensuring scalability, resilience, and alignment
with business objectives.
• Configured MID Servers to facilitate secure discovery and integration across complex networks, enabling
real-time asset visibility.
• Automated end-to-end implementation of ServiceNow modules, including ITSM, ITOM, SPM, SecOps,
and HRSD, optimizing operational workflows.
• Configured CSM self-service portals to empower customers with tools for case tracking, service requests,
and accessing knowledge bases.
• Automated routine IT operations tasks using ITOM Orchestration, improving operational efficiency and
reducing manual workloads.
• Implemented end-to-end Service Catalog, Incident Management, Configuration & Asset Management,
Operation Management (ITOM), Change Management and Release Management with extensive knowledge
on Content Management System.
• Developed seamless integrations with AWS, Jira, SAP, Workday, and Microsoft Teams to enhance
enterprise service management and collaboration.
• Implemented CSM workflows to improve case management efficiency, accelerating resolution times and
enhancing customer experience.
• Integrated ServiceNow CSM with external CRMs to enable smooth data synchronization and real-time
customer insights.
• Designed HAM solutions leveraging ServiceNow Mobile App, empowering field teams with real-time
asset tracking and management.
• Led ITAM transformations across industries such as telecom and healthcare, implementing best practices
and process enhancements.
• Configured and fine-tuned ServiceNow APM to drive application rationalization and IT portfolio
optimization.
• Enhanced APM efficiency by improving asset tracking, lifecycle visibility, and strategic IT-business
alignment.
• Integrated Flow Designer with SAP, Jira, and Microsoft Teams to automate enterprise workflows, fostering
collaboration and operational efficiency.
• Implemented PPM solutions with Gantt chart tracking and demand management to enhance portfolio
transparency.
• Configured LDAP server and LDAP Listener to strengthen authentication protocols and maintain up-to-
date access controls.
• Automated HAM processes for asset procurement and lifecycle management, improving workflow
efficiency.
• Designed and implemented SSO, LDAP, and SOAP integrations to streamline data synchronization and
enhance security across ServiceNow.
• Deployed essential ITIL modules, including Incident, Change, Problem, and CMDB, to reinforce IT service
management capabilities.
• Established ITAM governance policies to optimize asset lifecycle management and ensure precise financial
tracking.
• Integrated HAM with Vendor and Contract Management to align procurement with SLAs, ensuring
seamless asset tracking.
• Automated software asset tracking and compliance using SAM, enhancing real-time inventory accuracy.
• Built advanced workflows in Flow Designer to automate processes across ITSM, HRSD, and ITOM,
boosting operational efficiency.
• Directed ITAM initiatives to maintain audit readiness and enforce regulatory compliance in software asset
management.
• Integrated HAM with third-party solutions like CG1 and ITMS using REST APIs, ensuring synchronized
asset data.
• Developed custom scripted REST APIs for change management, enabling seamless interactions with
hosting teams.
• Automated HAM workflows to reduce manual intervention, optimize asset utilization, and improve
lifecycle management.
• Implemented workflows for Change, Configuration, and Knowledge Management to ensure consistency in
IT service delivery.
Title: ServiceNow Developer March 2017 – March 2022
Client: Vanguard
• Designed self-service portals within HRSD and SPM, giving employees and customers easy access to
services, improving overall user experience.
• Automated and optimized the offboarding process by integrating ServiceNow HRSD with IT, HR, and
security systems for a streamlined employee exit.
• Integrated ITAM with AWS and cloud platforms, ensuring asset management across hybrid IT
environments while optimizing SAM for license compliance.
• Implemented Offboarding API integrations with third-party tools to manage final payroll calculations,
benefits termination, and compliance documentation.
• Conducted performance reviews of existing flows and optimized them by reducing the number of actions
and refining logic, ensuring faster execution and system scalability.
• Optimized license management within SAM, improving compliance with vendors like Microsoft and
Adobe, minimizing risks.
• Configured automated offboarding checklists, tracking the completion of tasks such as exit interviews,
document submission, and knowledge transfer
• Secured HRSD data by configuring ACLs for controlled access, supporting HAM and SAM processes to
manage assets securely.
• Automated HR case management in HRSD using workflows, business rules, and CSM integration,
enhancing customer interactions and operational efficiency.
• Led ITAM initiatives to improve asset tracking and compliance, managing HAM processes and integrating
with SAP and Oracle for seamless data synchronization.
• Developed custom JavaScript-based actions and Script Includes within Flow Designer to extend native
capabilities and fulfill unique client needs.
• Designed and implemented CMDB and CSDM structures to maintain accurate asset relationships and data
integrity, integrating SPM for strategic alignment.
• Optimized HRSD processes by automating employee case workflows, refining end-to-end lifecycle
management from recruitment to retirement.
• Created custom dashboards for HRSD and SPM, offering real-time insights into HR performance metrics
and service portfolio health.
• Configured automated onboarding workflows for asset provisioning, account setup, and compliance
tracking, reducing manual workload and increasing efficiency.
• Integrated GRC with Splunk to enhance risk management for ITAM and HRSD while optimizing SAM
workflows for regulatory compliance.
• Connected onboarding workflows with IAM systems to automate SSO configuration and streamline
account provisioning.
• Enhanced HRSD case routing using Predictive Intelligence and Virtual Agent automation, accelerating case
resolution and improving CSM workflows.
• Developed a user-friendly HR portal within ServiceNow HRSD, allowing employees to access HR services
and resources with minimal intervention, reducing HR team workload.
• Designed custom HR dashboards in ServiceNow HRSD to track HR metrics, monitor employee
engagement, and provide valuable insights for strategic decision-making.
Title: ServiceNow Developer January 2016 – February 2017
Client: COMCAST
• Experience in Communicating with external web services using SOAP Messages and REST.
• Experience in loading assets into SNOW from third party system using Web Services and Import Sets.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Supported the development and maintenance of ITAM operational and financial metrics and Established
support models required to achieve them.
• Defined the functional needs for our ITSM system, ServiceNow, and designed the specific implementation.
• Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.
• Worked on Project Portfolio Management PPM module to view all the related projects and application at
the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the
user and group table record.
• Created portfolio in PPM module to measure the progress of several projects at the same time and to create
multi-project reports for analysis.
• Used SAM programming to control inventory through accurate databases.
• Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Assist clients address business needs through the application of the ServiceNow platform in support of ITIL
best practices.
• Involved in MID Servers for granted access to the SNMP devices by the ACL.
• Developed new service catalog items and fix bugs in incident, problem, and change management.
• Worked in Release management during product and patch releases.
• Worked with client and management to resolve issues and validate programming requirements within their
areas of responsibility.
• Worked on collecting inventory details that are very useful to the service desk, which includes information
about an end user's machine using ITAM.
Title: ServiceNow Developer April 2014 – December 2015
Client: ModSpace
• Worked on portal development that included writing down angular JS widgets more on the client side,
server side so making sure these widgets work both on desktop and as well as mobile level.
• Worked on Service Portal using out of the box widgets and customizing widgets according to the needs of
the client.
• fIntegrated chat-based Virtual Agent solutions with HRSD to provide 24/7 employee support, resolving
common queries without human intervention.
• Integration with ADDM (Discovery Tool) into CMDB via CMDB Sync.
• Responsible for creating various workflows for Incident Management, Change Management, Service
Requests and SLA's.
• Experience in working with Scripted Web services, Script Includes, JavaScript and Jelly Scripting.
• Enhanced data quality by applying CMDB-like governance to HRSD records, improving case resolution
accuracy and reporting insights.
• Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements.
• Created XML Schema, XML template and used XML SAX/DOM API to parse them.
• Worked with engineers and application developers' groups to implement solutions for the company's LDAP
services.
• Developed the Catalog client scripts and UI policies to make client-side changes.
• Integrated ITSM modules with DevOps tools to enable seamless issue tracking and resolution, bridging
operational and development teams.
Title: ServiceNow Developer/Admin July 2009 –March 2014
Client: CGI
• Configured and customized Service Catalog Items and workflows with JavaScript and SOAP, automating
service delivery and reducing manual workload.
• Integrated ITAM with CMDB and third-party systems to improve asset lifecycle management, eliminate data
inconsistencies, and enhance reporting accuracy.
• Developed Script Includes, Business Rules, and UI Policies to automate ITSM and ITAM workflows,
ensuring process consistency and minimizing manual effort.
• Implemented LDAP integration to automate user and group management, maintaining accurate access
controls and role assignments in ServiceNow.
• Automated CMDB population using MID Servers and Discovery, improving asset tracking accuracy and
infrastructure visibility for both cloud and on-premises environments.
• Designed and optimized change management workflows with JavaScript and ServiceNow best practices,
reducing incident resolution times and streamlining change request handling.
• Customized ITSM modules, including Incident, Problem, and Change Management, to optimize
workflows, enhance efficiency, and accelerate response times.
• Developed dynamic UI components using AngularJS, JavaScript, and HTML, improving the user
experience for lab users with seamless interactions.
• Designed and configured Order Guides in the Service Catalog, streamlining service request management
and enhancing user satisfaction.
• Managed and maintained CMDB to ensure asset and configuration data integrity, aligning with ITAM
processes for accurate reporting and improved asset visibility.
• Enhanced the Service Portal by developing custom widgets using AngularJS, optimizing service request
workflows and user engagement.
• Implemented and customized core ITIL modules like Incident Management, Change Management, Problem
Management, Service Catalog, and CMDB in ServiceNow.
• Built the CMDB from scratch, ensuring data integrity, CI classes, relationships, and integration with
Discovery and Service Mapping.
• Designed and implemented the ServiceNow CMDB to ensure accurate configuration item (CI) tracking,
improving IT asset management and supporting change management processes.
• Integrated ServiceNow Discovery with CMDB to automate CI population, reducing manual effort and
ensuring up-to-date visibility of infrastructure and services.
• Worked on Domain Separation for data isolation while maintaining platform integrity across multiple
business units.
• Configured Service Catalog Items using JavaScript, SOAP, Web Services, CSS, and HTML to create
customized user interfaces and workflows.
