Jelena Stojadinović User
@jelenastojadinoviuse
IT professional with a focus on ServiceNow solutions and problem management.
What I'm looking for
I am an IT professional with over 2 years of experience supporting ServiceNow solutions in a multinational environment. Currently, I work as an Application Support Associate, where I have honed my skills in Problem Management and process improvement. My reliability and efficiency have allowed me to excel in providing end-user support, addressing technical issues, and enhancing customer satisfaction.
At Intesa Sanpaolo International Value Services, I have successfully reduced downtime by responding quickly to critical incidents and managing user accounts and configurations. I led the initial implementation of Problem Management, collaborating with cross-functional teams to ensure compliance with industry standards. My commitment to quality is reflected in my thorough testing and quality assurance practices, which have contributed to improved service delivery and user empowerment.
Experience
Work history, roles, and key accomplishments
Application Support Associate – ServiceNow
Intesa Sanpaolo International Value Services
Apr 2023 - Present (2 years 4 months)
Reduced downtime by quickly responding to critical incidents and escalating complex issues to the appropriate teams when necessary. Provided end-user support, addressing and resolving ServiceNow-related inquiries and technical issues, leading to increased customer satisfaction and improved customer retention by 15–20%.
Education
Degrees, certifications, and relevant coursework
University of Criminal Investigation and Police
Bachelor of Computer Science, Computer Science
Studied computer science at the University of Criminal Investigation and Police. Gained foundational knowledge in the field, preparing for a career in IT.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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