QA Support Analyst & Intake Prime

IPH Limited; Metro Manila; On-site; PHP 420,000 - 600,000; Full time

Job summary

IPH Limited in Manila is seeking a QA Support Analyst & Intake Prime to strengthen our Applications team. You will drive testing strategies, support production systems, and deliver reliable reports for business decisions.

The role requires strong analytical skills, issue triage capability, and proactive problem-solving in a fast-paced environment, with coordination across internal teams and third-party vendors.

Qualifications

• Diploma or Bachelor’s degree in CS or related field, or equivalent experience.
• At least 2 years in Quality Assurance and Application Support.
• Experience in ticket-driven environments and prioritization.
• Familiarity with IP systems is a bonus or ability to learn complex apps.
• Strong documentation and knowledge-management experience.
• Excellent communication in English with non-technical stakeholders.

Responsibilities

• 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; manage and respond to tickets using ITSM tools; collaborate with development teams.
• Support project transition into BAU and knowledge transfer; handle Intake Prime responsibilities for incoming requests and production issues.
• Documentation & Knowledge Management: Create and maintain system/process/user documentation; prepare What's New guides and release docs; maintain Knowledge Base.

Skills

Communication skills

Analytical thinking

Problem solving

Prioritization

English fluency

Education

Bachelor's degree 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.

We thank all applicants in advance for their interest; however, only those candidates selected for an interview will be contacted.