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