Justin Brooks

Justin Brooks is the Director of Customer Workflow Solutions for the Federal sector at ServiceNow. He is a seasoned professional with over 25 years of experience in helping Federal organizations solve their biggest problems.1 His expertise spans across various areas including Sales Leadership, Market Intelligence, Strategy, and Active Duty Military Service.1

In his current role, Brooks leads the Federal Customer and Industry Workflow Practice for ServiceNow, focusing on Government, Customer, and Citizen CX (Customer Experience).1 He has been with ServiceNow for 7 years, during which he previously led direct sales practices for both Civilian and DOD agencies.1

Brooks' career is distinguished by his extensive experience in the federal sector. He has a strong background in leveraging technology to improve government services and customer experience. For instance, he has been involved in projects that use ServiceNow's Customer Service Management (CSM) module to enhance government agencies' ability to collect, manage, disseminate, and report information.2

His expertise in digital transformation and customer service in the government sector is evident from his involvement in projects that aim to improve the delivery of government services. Brooks emphasizes the importance of modern technology in delivering better and faster government services, connecting customers to agencies through omnichannel experiences, and aligning front, back, and middle offices to improve service level agreements (SLAs) and processes for case workers.2

Given his role and experience, Justin Brooks is likely a key figure in driving digital transformation and improving customer experience in the federal government sector through ServiceNow's solutions.