Jelena Stojadinovic

Highly motivated individual with experience in ITIL and Service Now,

ensuring exceptional customer service through strong communication skills and collaborating with service delivery management.

Basel, Novartis Campus

Feb 2022 - Aug 2023

Service Delivery associate providing services to

Novartis customers, D-ploy

-Collaborating with users and vendors to implement successful delivery plans

-Monitoring Incident/Problem or Service Request escalated to

Techsupport to ensure optimal service

-Collaborating with service delivery management in relation to better work implementation process

-Monitoring of the Service Level Agreement (SLA) for compliance and meeting the requirements of customers

Basel, Novartis Campus

Mar 2020 - Oct 2021

IT Dispatcher providing services to Novartis customers

Customer advice on fundamental issues • relating to the IT;

• Ticket monitoring and coordination
• User and service desk support in "Service now";
• Prioritization as needed by business;
• Responsibility for capacity planning

Belgrade

Oct 2013 - Jul 2017

B.Sc. Mining Engineering

University of Belgrade

Serbia

Sep 2009 - Oct 2013

Pharmacist

Medical High School