QA Support Analyst & Intake Prime

IPH Limited; Metro Manila; On-site; PHP 300,000 - 600,000; Full time

Benefits offered by this job

13th Month Bonus

Global mobility opportunities

Mentorship and career development

Job summary

IPH Limited in Manila specializes in intellectual property services and software applications. The QA Support Analyst & Intake Prime will define and execute testing strategies, support production systems, and collaborate with project teams and vendors to deliver reliable reports for business decisions.

With 2+ years in QA and application support, you will triage issues, manage tickets with ITSM tools, and help transition projects into BAU while maintaining clear documentation and knowledge

Qualifications

• Minimum Diploma or Bachelor’s degree in Computer Science or a related field, or equivalent experience.
• Minimum 2+ years of experience in Quality Assurance and Application Support or a related role.
• Experience in ticket-driven environments and supporting queries with strong prioritization skills.
• Bonus - Familiarity with IP systems is an asset or demonstrated ability to learn complex business applications and processes.
• Strong attention to detail with demonstrated documentation and knowledge management experience.
• Strong problem-solving and issue triaging capabilities.
• Ability to manage multiple priorities in a dynamic environment.
• Strong communication skills and fluency in English, with the ability to communicate technical concepts to non-technical stakeholders.

Responsibilities

• Plan, design, and execute testing to meet quality standards.
• Provide second-tier support for IP management systems and related applications.
• Triage tickets and resolve production issues under tight timelines.
• Manage and respond to tickets using ITSM tools (e.g., ManageEngine ServiceDesk Plus).
• Collaborate with development teams and application analysts to resolve defects.
• Support project transition into BAU; ensure continuity of service and knowledge transfer.
• Handle Intake Prime responsibilities for incoming requests and production issues.
• Support in release of communications and user-facing documentation.
• Work with cross-functional teams on planned project work and unplanned QA needs.
• Communicate effectively with technical and non-technical stakeholders.
• Develop understanding of IP systems and related business processes.

Skills

Attention to detail

Documentation

Communication skills

Problem solving

Prioritization

Education

Diploma / Bachelor’s in Computer Science or related field

Tools

ManageEngine ServiceDesk Plus

Job description

We are seeking a QA Support Analyst & Intake Prime to join our growing Applications team at IPH Limited in Manila.

This role is ideal for a technically strong, detail-oriented professional with experience in data analysis, reporting, and dashboard development. You will work closely with internal stakeholders, project teams, and third-party vendors to deliver accurate, insightful, and reliable reports that support business decision-making across the organization.

Reporting into the Applications Services Manager (CAN), the QA Support Analyst & Intake Prime will be responsible for defining and executing testing strategies, supporting production systems, and collaborating with development teams, stakeholders, and third-party vendors to ensure reliable and high-quality technology solutions.

We are looking for someone with strong analytical skills, the ability to triage issues efficiently, and a proactive approach to problem-solving in a fast-paced environment.

Timing: 9.00 PM - 6.00 AM (Philippines Time) with 1 hour break

What You'll Do

Quality Assurance

• Planning, designing, and executing testing to meet quality standards.

Application Support & Issue Management

• Provide second-tier support for IP management systems and related applications.
• Triage tickets and resolve production issues, working within tight timelines and often with ambiguous information.
• Manage and respond to tickets using ITSM tools (e.g., ManageEngine ServiceDesk Plus or similar).
• Collaborate closely with development teams and application analysts to resolve defects and system issues.
• Support project transition into Business As Usual (BAU), ensuring continuity of service and knowledge transfer.
• Handle Intake Prime responsibilities for incoming requests and production issues.
• Support in release of communications and user-facing documentation.
• Work with cross-functional teams to address both planned project work and unplanned QA/support needs.
• Communicate effectively with technical and non-technical stakeholders.
• Quickly build understanding of complex business domains, including IP systems (experience is an asset).

Documentation & Knowledge Management Ownership

• Create and maintain clear system, process, and user documentation.
• Prepare “What’s New” guides and release documentation.
• Contribute to and maintain the Knowledge Base (KB) to support team efficiency and knowledge sharing.

What You'll Bring

• Minimum Diploma or Bachelor’s degree in Computer Science or a related field, or equivalent experience.
• Minimum 2+ years of experience in Quality Assurance and Application Support or a related role.
• Experience working in ticket-driven environments and supporting queries with strong prioritization skills.
• Bonus - Familiarity with IP systems is an asset or demonstrated ability to learn complex business applications and processes.
• Strong attention to detail with demonstrated documentation and knowledge management experience.
• Strong problem-solving and issue triaging capabilities.
• Ability to manage multiple priorities in a dynamic environment.
• Strong communication skills and fluency in English, with the ability to communicate technical concepts to non-technical stakeholders.

About our Company:

IPH Limited is the holding company for intellectual property (“IP”) and associated companies offering a wide range of IP services and products. IPH companies employ a highly skilled multidisciplinary team of approximately 1600 people in Australia, New Zealand, Canada, Singapore, Malaysia, China, Indonesia, Thailand, Philippines and Hong Kong. IPH companies service a diverse client base of Fortune Global 500 companies, multinationals, public sector research organisations, SMEs and professional services firms worldwide.

We are passionate about what we do and what we can achieve. The IPH Group is committed to promoting and maintaining a workplace culture of shared respect across companies to enable us all to feel valued and be the best we can be.

About our Benefits:

• Competitive annual remuneration and benefits package including 13th Month Bonus and Variable Performance Bonus in a market leading IP service group.
• Annual Leave, Birthday Leave, Global Mobility, and other benefits.
• Global award-winning environment with exposure to international colleagues and culture.
• Comprehensive mentorship, training, and career development opportunities.
• A supportive, flexible, and inclusive work environment.

We welcome applications from all qualified individuals. Accommodations are available on request for candidates taking part in all aspects of the selection process.