QA/Support Analyst

The Role

We are seeking a Quality Assurance/Support Analyst to joinour growing Applications team at IPH Limited in Manilla.

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 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 ware 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.

Responsibilities:

Application Support & Issue Management

• Provide second-tier support for IP management systems and related applications.
• Triage 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 handovers into BAU, ensuring continuity of service and knowledge transfer.

Collaboration & Delivery

• 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

• 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.

Knowledge and Experience:

• Diploma or Bachelor's degree in Computer Science or a related field, or equivalent experience.
• 2+ years of experience in Application Support or a related role.
• Experience working in ticket-driven environments with strong prioritization skills.
• Familiarity with IP systems is an asset or demonstrated ability to learn complex systems quickly.
• Strong documentation and technical writing skills.
• Strong problem-solving and issue triaging capabilities.
• Excellent communication and teamwork skills.
• Ability to manage multiple priorities under pressure.
• Strong attention to detail and commitment to documentation quality.
• Fluent in English, with the ability to communicate technical concepts to non-technical stakeholders.

About Us:

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.

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.