TECHNICAL BUSINESS ANALYST_AGENTIC AI & SERVICE NOW

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.

Find us at – cpsanz.com

Technical Business Analyst, Agentic AI & Service/Network Assurance

Role Overview

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

Solid 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.

Robust understanding of APIs, integrations, data flows and enterprise application architectures.

Excellent workshop facilitation, analytical and documentation skills.

Strong communication skills with the ability to work effectively across business, architecture and engineering stakeholders.

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.

Applications close based on the volume of applications received.

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

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📌 PROJECT COORDINATOR (Sydney)
🏢 City People Solutions
📍 Sydney