Job Description

Business Analyst – NetOps

Sangoma is seeking a Business Analyst to join our network monitoring solution (NetOps) team and play a key role in the evolution of our next-generation network operations and service assurance platform.

This role will serve as the bridge between business stakeholders, customers, network operations teams, and technical delivery teams. The successful candidate will be responsible for gathering, analyzing, documenting, and managing business and functional requirements while helping translate operational needs into actionable work for engineering teams.

The ideal candidate combines strong analytical and communication skills with an understanding of technology platforms, telecommunications services, and network operations processes.

Your Role:

Requirements Management

• Engage with internal stakeholders, customers, and operational teams to understand business challenges and opportunities.

• Elicit, analyze, document, and validate business, functional, and non-functional requirements.

• Translate business needs into clear user stories, process flows, acceptance criteria, and technical requirements.

• Facilitate requirements workshops, interviews, and discovery sessions.

• Ensure requirements are complete, traceable, and aligned with business objectives.

Process Analysis & Improvement

• Document current and future-state operational processes.

• Identify opportunities for automation, efficiency improvements, and service enhancements.

• Support process redesign initiatives across service assurance, monitoring, provisioning, incident management, and customer experience functions.

• Assist with defining KPIs, operational metrics, and reporting requirements.

Stakeholder Collaboration

• Act as a liaison between Operations, Engineering, Product Management, Customer Success, and Leadership teams.

• Collaborate closely with architects, developers, and technical leads to ensure requirements are properly understood and implemented.

• Support solution reviews and participate in testing and validation activities.

Delivery Support

• Create and maintain user stories, epics, process documentation, and functional specifications.

• Assist with backlog refinement and prioritization activities.

• Participate in Agile ceremonies including sprint planning, reviews, and retrospectives.

• Support User Acceptance Testing (UAT) and production rollout activities.

Requirements

Key Responsibilities:

• 3+ years of experience as a Business Analyst, Systems Analyst, or related role.
• Strong requirements elicitation, documentation, and stakeholder management skills.
• Experience writing user stories, acceptance criteria, and process documentation.
• Familiarity with Agile delivery methodologies.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Experience working with Jira, Confluence, or similar collaboration tools.
• Preferred Qualifications
• Experience within telecommunications, networking (EX: UCaaS, CCaaS, SD-WAN).
• Understanding of network operations concepts including monitoring, incident management, service assurance, topology, inventory, or fault management.
• Technical aptitude with APIs, integrations, databases, cloud platforms, or software delivery processes.

Benefits

Are you ready to directly impact the company and be rewarded for your performance? Are you ready to take on a new challenge?

Sangoma (TSX: STC; Nasdaq: SANG) is a leading business communications platform provider with solutions that include its award-winning UCaaS, CCaaS, CPaaS, and Trunking technologies. The enterprise-grade communications suite is developed in-house and available for cloud, hybrid, or on-premises deployments. Additionally, Sangoma’s integrated approach provides managed connectivity, network, and security services.

A trusted communications partner with over 40 years on the market, Sangoma has over 2.7 million UC seats across a diversified base of over 100,000 customers. Sangoma has been recognized for nine years running in the Gartner UCaaS Magic Quadrant.