About CITY PEOPLE SOLUTIONS (CPS):

City People Solutions is a leading IT Consulting, multi-specialist and managed recruitment and talent hire services provider. We are recognized for our expertise and success in providing businesses with flexible, Motivated and performance-based workforce within the Australian marketplace.

Since our beginnings in 2016, the Australian Staffing Agency has grown in the spirit of providing professional services with a personal touch and exceeding the expectations of our customers. CPS provides quality labor solutions across a number of industry sectors including Industrial and commercial recruitment and focuses on helping our customers meet their staffing needs.

City People Solutions has built a strong company with a solid reputation based upon the company values of professionalism with a personal touch, respect for our customers and community, efficiency and responsiveness.

CPS provides training and on-the-job mentoring for all our staff to instill our values and help exceed our customers’ expectations in the work that they do.

We help businesses build what is genuinely meaningful to their customers. We find the best way to enable change from the inside and ensure that the positive changes we make are sustained long after we leave.

We are seeking an experienced Technical Business Analyst to support a strategic transformation program focused on introducing Agentic AI capabilities across Service Assurance and Network Assurance processes.

The role will operate within a Pod-based delivery model, working closely with Business, Architecture, Engineering, and Delivery teams. The Technical BA will be responsible for bringing together architecture solution components and business requirements and translating them into clear, concise and build-ready technical and functional requirements.

The ideal candidate will combine strong technical business analysis capabilities with an understanding of AI/Agentic AI, preferably within ServiceNow Now Assist and/or AWS AgentCore/Calyx environments. Telecommunications Service or Network Assurance experience would be highly desirable.

Key Responsibilities

- Work closely with Business, Architecture and Engineering teams to understand business outcomes, architecture direction and proposed Agentic AI solution components.
- Translate business requirements and architecture inputs into clear, detailed and build-ready functional and technical requirements.
- Support the design and implementation of Agentic AI use cases across Service Assurance and Network Assurance processes.
- Facilitate requirement discovery workshops with business, architecture, engineering, operations and other stakeholders.
- Develop process flows, user stories, acceptance criteria, use cases and functional specifications for engineering teams.
- Analyse existing Service/Network Assurance processes and identify opportunities for AI-led automation, decision support and operational efficiency.
- Work closely with solution architects and engineering teams to ensure requirements are technically feasible and aligned with the target architecture.
- Maintain end-to-end requirements traceability from business outcome through solution design, build and testing.
- Support backlog refinement, sprint planning,



solution walkthroughs, testing and acceptance activities within the Pod.
- Identify requirement gaps, dependencies, assumptions and risks early and facilitate resolution across relevant stakeholders.

Required Skills & Experience

- Strong experience as a Technical Business Analyst within complex technology transformation programs.
- Good understanding of AI, Generative AI and Agentic AI concepts, including AI agents, workflow orchestration and human-in-the-loop processes.
- Experience with ServiceNow, preferably Now Assist / ServiceNow AI capabilities.
- Experience or familiarity with AWS AgentCore and/or Calyx would be highly desirable.
- Strong experience translating business requirements and architectural designs into implementation-ready requirements and user stories.
- Experience working within Agile Pod / product delivery models.
- Strong understanding of APIs, integrations, data flows and enterprise application architectures.
- Excellent workshop facilitation, analytical and documentation skills.
- Solid communication skills with the ability to work effectively across business, architecture and engineering stakeholders.

Desirable Experience

- Telecommunications industry experience.
- Experience with Service Assurance and/or Network Assurance.
- Understanding of incident, event, fault, service-impact and network-management processes.
- Experience delivering AI-enabled automation within operational environments

Technical Delivery Manager, Agentic AI & Service/Network Assurance

Role Overview

We are seeking an experienced Technical Delivery Manager to lead delivery of a strategic program introducing Agentic AI across Service Assurance and Network Assurance processes.

Operating as the technical delivery owner for the Pod, the role will provide end-to-end ownership of planning, coordination and delivery. The successful candidate must be technically strong enough to engage confidently with architects, AI specialists, engineers and platform teams while maintaining clear accountability for delivery commitments.

This is not purely a project governance role. The successful candidate should understand the technical solution, dependencies and integration landscape sufficiently to identify delivery risks, challenge teams and drive issues through to resolution.

Key Responsibilities

- Act as the Technical Delivery Owner (TDO) for the Pod, accountable for coordinating end-to-end technical delivery.
- Own and maintain the integrated delivery plan, milestones, dependencies and commitments.
- Bring together Architecture, AI, ServiceNow, AWS, Engineering, Business, Testing and Operations teams to achieve agreed delivery outcomes.
- Drive delivery of Agentic AI capabilities across Service and Network Assurance processes.
- Understand the solution architecture sufficiently to identify technical dependencies, integration risks,



sequencing issues and delivery constraints.
- Track sprint/release commitments and proactively manage delivery risks, issues, blockers and cross-team dependencies.
- Ensure architecture, requirements, build, integration, testing and deployment activities remain aligned to the overall delivery plan.
- Facilitate technical delivery forums and provide transparent visibility of progress, risks, dependencies and decisions.
- Challenge delivery teams where commitments are at risk and drive appropriate recovery actions.
- Coordinate technical readiness for releases and ensure appropriate engagement across engineering and operational stakeholders.
- Provide clear and concise delivery reporting to program and senior stakeholders.

Required Skills & Experience

- Significant experience in Technical Delivery Management / Technical Program Delivery across complex enterprise technology programs.
- Strong technical orientation, with the ability to understand solution architecture, APIs, integrations, cloud platforms, data flows and AI-enabled solutions.
- Understanding of AI, Generative AI and Agentic AI architectures and associated delivery considerations.
- Experience with ServiceNow, ideally including Now Assist and ServiceNow AI capabilities.
- Experience or familiarity with AWS AgentCore and/or Calyx would be advantageous.
- Strong experience managing multi-team technical delivery, dependencies, risks and release commitments.
- Experience operating within Agile Pod-based delivery models.
- Ability to bridge conversations between Architecture, Engineering, Business and Program stakeholders.
- Excellent stakeholder management, leadership and communication skills.
- Demonstrated ability to maintain delivery momentum in complex environments involving multiple technical teams.

Desirable Experience

- Telecommunications industry experience.
- Service Assurance and/or Network Assurance experience.
- Understanding of telecommunications operational processes covering incidents, events, faults and service impacts.
- Experience delivering AI/automation capabilities within enterprise operational environments.
- Experience coordinating complex ServiceNow, AWS and integration-led delivery.

What Success Looks Like

- Pod commitments are delivered to agreed scope, schedule and quality expectations.
- Technical dependencies and delivery risks are identified and resolved early.
- Strong coordination exists across Architecture, Engineering, Business and Operations.
- Clear ownership and accountability are maintained across the delivery lifecycle.
- Agentic AI capabilities are successfully transitioned from architecture and requirements through build, integration, testing and production deployment

Find us at – cpsanz.com Applications close based on the volume of applications received.

This is an opportunity to work somewhere you can truly be proud of your contribution. If this sounds like a role for you, let us know how you best fit the specific skills, and apply today with your cover letter and CV.

CPS is an equal chance employer that actively embraces diversity in its workforce through accurate community representation of gender, culture; thought and work arrangements

📌 BA & PM _Agentic AI & Service/Network Assurance (Sydney)
🏢 City People Solutions
📍 Sydney