Service Delivery Analyst

Job Description

The Technology Digital Workplace (DW) team provides and supports the tools and products that AXP internal colleagues use to manage their day-to-day work.  One of the key components of our vision is Digital Dexterity enablement; reducing technical issues and friction for our internal customers and increasing efficiencies through product awareness.    

The Service Delivery Analyst will work closely with our Technology Concierge team to deliver and promote Digital Workplace tools & processes and will liaise with the Service Delivery Manager to support Site Services daily operations.   

  • Management of daily Technology Concierge and local technical support operations.
  • Lead internal technicians to ensure adherence to policy and driving goal attainment 
  • Promote knowledge and expertise on Digital Workplace products
  • Provide education and drive digital awareness with internal colleagues
  • Provide consultancy; leveraging business and technical knowledge to support Digital Workplace strategies
  • Ensure appropriate level of communication between Technology and internal business partners on the delivery  of new products, services and capabilities. 
  • Responsible for overseeing issue resolution and facilitating closure of  technical defects.
  • Drive process improvements and innovative approaches to reduce incidents and eliminate friction for internal colleagues. 
  • Provide feedback to Digital Workplace Product teams based upon user experience and data analytics. 
  • Ensure compliance to standardized processes across the organization.
Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

You will be rewarded with:
  • A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services.
  • Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
  • Competitive Salary – Get paid what you’re worth.
  • Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.
American Express has been recognized and awarded  “Aon Hewitt Best Employer Malaysia” for the 8 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:
Best of the best Contact Center of the Year (Gold)
Best In House Contact Center (Gold)
Best Recruitment & Retention Programme (Gold)
Best In-house Inbound Contact Centre Under 100 Seats (Gold)
Best Contact Centre Professional (Gold)
Best Contact Centre Manager (Gold)
Best Contact Centre Telemarketer (Gold)

Join us and you’ll soon see why.


  • Advance/Expert level knowledge of end user computing technology. 
  • Knowledge of best practices in ITIL environment
  • Strong knowledge and experience in software and applications management and troubleshooting
  • Ability to effectively communicate with colleagues at all levels of the organization
  • Broad AXP product knowledge; understanding of business trends and regulatory environment.
  • Excellent written and verbal communication skills.
Education :
  • Typically holds a  degree in Computer Science, or other related field(s) and/or has equivalent work experience.

ReqID: 19020794
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 29, 2019, 9:06:19 AM