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, and AI-powered support that returns real capacity to the business.
3-Year Cost Avoidance
CSAT, up from ~5.0
Time to Relief, from ~18
Engineers Promoted
I’m a technical-support and transformation 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, and building the AI and analytics that make support faster and smarter.
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
A multi-agent AI support operating system I created and led — parallel investigation and structured synthesis that cut complex triage from ~35–50 minutes to ~3–7, backed by a documented ROI, governance, and security model.
Rebuilt a struggling global queue into an SME-owned operating model across five regions; average Time to Relief fell from ~18 days to ~3 over two years.
Platform Technologies & Data Recovery POC during 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 GenAI.
Built ~30 operational dashboards used by ~300 people and authored the executive QBRs that turn raw support data into decisions leaders act on.
Promoted 7 engineers from IC2 to IC5 and ran the 2026 TSE training operating system across a 43-engineer population — ~1,032 structured training hours per quarter.
The stack behind the outcomes — from multi-agent AI to the ServiceNow platform to the engineering foundation underneath it all.
Multi-agent orchestration, GenAI / 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.
Global SME development, coaching, org design, training programs, hiring, 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 a 10+ year software and systems background.
Service Strategies · 2025
License CSCO13035841
Cisco
Michelin · 2015
Open to senior technical-support, support-operations, and AI-transformation leadership conversations.
© 2026 Justen Hoffer · Cape Coral, Florida