AI OPS & Automation Analyst

About Us Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide. In recent years, we have experienced significant growth, expanding our services and global presence. With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions. Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview:

This role drives automation, self-healing, and AI across Planet's digital workplace. Day to day, you will build proactive remediations in Nexthink, tune the IT virtual assistant, and automate workflows across the endpoint, identity, and collaboration estate - shifting support left, deflecting tickets, and improving the digital employee experience.

What you will do:

• Self healing & DEX -Build proactive remediations and self healing in Nexthink; monitor and improve digital employee experience (DEX) scores.
• Virtual assistant -Tune and extend the IT virtual assistant / chatbot - intents, flows, and integrations - to deflect and resolve contacts.
• Automation engineering -Automate repetitive operational tasks and remediations with PowerShell, Python, and the Microsoft Graph API.
• Workflow orchestration -Build workflows and integrations (Power Automate, Logic Apps, ITSM automation) across the digital workplace.
• AIOps & proactive ops -Use telemetry and analytics to detect and resolve issues before they impact users.
• Ticket deflection -Identify high volume, repetitive demand and automate it to reduce tickets and manual effort.
• Governance & safety -Ensure automations and AI are secure, governed, and compliant with PCI DSS and Planet policy.
• Collaboration -Partner with L1 L3 teams to turn recurring problems into automated fixes and shift left content.
• Measurement & improvement -Measure automation impact (deflection, MTTR, DEX) and continuously improve.

Success Measures

Measurable ticket deflection and reduced manual effort through Nexthink self healing and virtual assistant tuning, with improving digital employee experience (DEX) scores across the estate.

Who you are:

• Hands on experience with Nexthink (or a similar DEX platform) - remote actions, self healing, and analytics.
• Experience tuning a virtual assistant / chatbot for IT support (intents, flows, integrations).
• Strong scripting and automation - PowerShell and Python.
• Experience with the Microsoft Graph API and workflow tools (Power Automate, Logic Apps).
• Understanding of AIOps and proactive, data driven operations.
• Good working knowledge of the endpoint, identity, and M365 estate that automations act on.
• Experience integrating with ITSM tooling (Jira Service Management) for automated workflows.
• Awareness of security and governance for automation and AI in a regulated environment.
• Analytical mindset with a focus on measurable outcomes.

Why Planet Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel good connected commerce.

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.

Company Background

Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners. Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first. With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.