IT Service Management Analyst (ITSA)

About the role

Dangote Cement Plc is looking for a proactive IT Service Management Analyst (ITSA) to ensure efficient delivery of IT services across its operations. The role combines asset management, vendor coordination, and project tracking to meet business expectations and service level agreements.

Key responsibilities

• Coordinate and validate IT asset requests from business units and plant locations.
• Raise, monitor and track Purchase Requisitions (PRs) in SAP for hardware, software and services through the PR‑PO‑GRN lifecycle.
• Liaise with internal stakeholders and vendors to facilitate asset deployment, support audits and maintain CMDB/asset register accuracy.
• Monitor vendor performance against SLAs and KPIs, prepare performance dashboards and drive corrective actions.
• Track open IT projects, work orders and service requests, maintain delivery trackers and resolve bottlenecks.
• Provide desktop, laptop, mobile device and application support, manage incidents and service requests within agreed SLAs.
• Install, configure and maintain printers, scanners, biometric devices, network connectivity and Wi‑Fi services.
• Contribute to incident, problem and change management processes within the ITSM framework and support continuous improvement.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Engineering or a related field.
• Minimum of 5 years’ experience in IT service delivery, asset management or a similar role.

Required skills

• SAP for purchase requisition processing.
• CMDB and asset register management.
• IT Service Management (ITSM) processes and tools.