I lead technical-support transformation where executive strategy meets hands-on execution — scalable operating models, high-severity incident command, the analytics that govern the work, AI-powered support that returns real capacity to the business, and the managers and engineers I develop to sustain it.
A technical-support, AI, and people leader operating where executive strategy, crisis command, and hands-on engineering meet.
AI TransformationCrisis CommandPeople Leadership
Documented AI Cost Avoidance (3-yr)
$25M–$35M+ estimated portfolio opportunity
CSAT, up from ~5.0
Time to Relief, from ~18
Engineers Promoted
I’m a technical-support, transformation, and people leader who moves fluidly between the executive room and the terminal. Over six years at ServiceNow I’ve grown from Senior Technical Support Engineer to Senior Manager by doing the work at every altitude — resolving complex platform issues, standing up global support operating models, commanding major incidents and data-recovery efforts, building the AI and analytics that make support faster and smarter, and developing the managers and engineers who sustain it.
I’ve promoted seven engineers from IC2 to IC5, coached SMEs across five regions, and advocated hard for the people doing the work — transparent communication, recognition, and sustainable workload. What I care about is turning pressure into calm, competent execution, and building the people and systems that keep performing after the crisis is over.
“Find the root cause, fix it, prove it, and build the system that keeps it fixed.”
ServiceNow · Feb 2026 – Present
ServiceNow · Mar 2022 – Feb 2026
ServiceNow · Apr 2020 – Mar 2022
Adroited LLC · Dec 2020 – Present
The multi-agent AI support operating system I designed and built end to end — no other hands on it. A dozen capabilities, from triage and queue intelligence to executive summaries, survey and pattern analysis, knowledge creation, and risk monitoring, cut complex triage from ~35–50 minutes to ~3–7 — an ~85% reduction at 92% caching efficiency — and return roughly 138 FTE-years (~287,000 hours) of capacity. Documented at ~$5.13M annual / $17.8M three-year cost avoidance against a $25M–$35M+ estimated opportunity; deployed as a standalone AI while a production demand carried select features into ServiceNow’s Now Support instance.
Owned support for one of the platform’s largest surfaces — every ServiceNow plugin and application built on App Engine and Creator Studio. Rebuilt a struggling global queue into an SME-owned operating model across five regions and partnered closely with Development; average Time to Relief fell from ~18 days to ~3 over two years.
Led Platform Technologies & Data Recovery through a major multi-region event — 67 contributing engineers, 102 weekend shifts, and roughly 900 days of coordinated work.
Helped lead AI enablement and Now Assist / AI Agent go-live support, driving real product fixes back into the platform and shaping how support adopts Generative AI.
Built ~30 operational dashboards — each reaching an average of ~300 people across Support — and authored the executive QBRs that turn raw support data into decisions leaders act on.
Promoted 7 engineers from IC2 to IC5 and built and ran the TSE training operating system across a 43-engineer population — 24 structured hours per engineer, ~1,032 training hours per quarter — plus a staged 23.6-hour AI curriculum rolled out across 16 batches. Bespoke curricula cut case-handling tasks by up to 80%.
The person leaders bring into the hardest customer situations — leading technical bridges, aligning Engineering and Product, and lowering the temperature to rebuild confidence, then standing up the account-support improvement plans that make strategic accounts whole.
Reviewed and improved 100+ knowledge articles, learning labs, and troubleshooting and case-deflection resources; built SME succession and change-governance training that scales hard-won expertise across every region.
As a Platform Technologies / GFST leader, drove assignment quality, coverage, compliance, and strategic-account support across a global engineering population — plus all-Support weekend command and preceding-week readiness.
Smaller builds that quietly changed how the work runs — automation, governance, and platform improvements shipped alongside the headline programs.
Five things people can count on when I’m in the room — an executive escalation, a global outage, or a quarterly business review.
Validated by promotion to Senior Manager and by peers and leaders across Support, Engineering, Product, SRE, and Security — a sample of that recognition follows.
A sample of formal kudos and peer feedback from ServiceNow’s recognition program. Customer and colleague names are withheld.
“The rapid-fire questions, the phone calls, the parallel chats, the constant need for updates to keep the customer informed. You handled it all without missing a beat and with grace.”
Senior leader, after a major customer outage“Reaching out overseas, cutting through processes and reporting lines, directly to trusted colleagues, is when you are essentially looking for heroes. Thank you for being my heroes.”
Peer manager, after an end-of-shift P1“He served as the voice of engineering. His technical guidance and ability to keep the customer calm were crucial to the situation’s successful resolution.”
Leader, after a high-stress customer clone“Your guidance, leadership, and support throughout the year have been invaluable to me.”
Engineer on my teamRecurring themes in peer and direct-report feedback: transparency, empathy, technical credibility, workload advocacy, advance communication, and building people’s confidence.
The stack behind the outcomes — from multi-agent AI to the ServiceNow platform to the engineering foundation underneath it all.
Multi-agent orchestration, Generative AI / LLM workflows, prompt design, token caching & compression, AI ROI & governance, Now Assist, AI Agents, Build Agent.
System Applications, App Engine & Creator Studio, update sets & source control, Performance & Platform Analytics, cloning & data recovery, upgrades.
P1/P2 & Major Incident Management, FTS/GQM, SLA governance, Security / MSI handling, escalation & crisis command, weekend & on-call leadership.
Responsive dashboards, advanced filtering, executive QBRs, and business storytelling that translates support data into decisions.
People development & promotion, coaching, SME succession, org design, training programs, hiring, workload advocacy, and building teams that sustain performance.
C# / .NET, PHP, JavaScript, SQL (MsSQL / MySQL), network administration (Cisco CCNA), and virtualization (VMware, Proxmox).
Home School · 2015
Broad, self-directed study spanning software development, robotics, rocketry, and the sciences — the foundation of a lifelong builder’s mindset and an 18+ year software and systems engineering background.
Service Strategies · 2025
License CSCO13035841
Cisco
Director-ready and open to conversations on technical-support and support-operations leadership, AI transformation, and global service organizations — the roles where operating models, crisis command, analytics, and people development all have to work at once.
© 2026 Justen Hoffer · Cape Coral, Florida