Jordan Fischer is a Software Engineer at Giant Eagle Inc., a Pittsburgh-based regional grocery chain. She specializes in ServiceNow development, performance analytics and reporting on their ITSM team. She joined Giant Eagle in 2020 on their support desk, serving three years on the front line before taking lead on reporting and performance analytics to offer a fresh new perspective that drives innovative solutions that enhances Giant Eagle's IT operational efficiency. As the ITSM Reporting Analyst, Jordan works closely with IT leadership, providing metrics for data-driven decisions on Giant Eagle's ITIL processes such incident, change, configuration management and field services. As a developer, she uses her experience from her other roles to make enhancement suggestion and decisions that improve the front line support experience. While Jordan's title has changed to developer, she has continued her role as the ITSM Reporting Analyst and remains the process owner for performance analytics. Being part of the new generation of service and support, she is eager to find new and innovative solutions that can improve her company's service management. Jordan holds a Bachelor of Science degree in Computer Science and Cybersecurity and has obtained several certifications and badges from ServiceNow ranging from development and ITSM to Reporting and Performance Analytics.

Presenting:

• Session 204: Master the Game: Elevating Success with Performance Analytics, AI and Next-Gen Reporting