User Experience (UX) Researcher - SAP BRIM

BVA Bears IT Solutions is seeking an SAP BRIM -User Experience (UX) Researcher to work in the Middletown, PA area. This is a full time position with at least 2 days on-site and possibly 3 days remote.

About the role

BVA Bears IT Solutions is seeking an SAP BRIM -User Experience (UX) Researcher to work in the Middletown, PA area. This is a full time position with at least 2 days on-site and possibly 3 days remote.

Responsibilities

• Plan and conduct end-to-end UX research (interviews, contextual inquiry, surveys, diary studies, usability tests) for SAP BRIM processes (SOM, CI, CC) and Fiori applications.
• Map personas, tasks, and journey stages for finance, billing, customer service, and IT roles; identify pain points and opportunities in high-volume billing and dispute workflows.
• Design and moderate usability tests using interactive prototypes and configured Fiori apps; collect metrics (task success, time-on-task, SUS/NPS) and qualitative feedback.
• Analyze data and synthesize findings into actionable insights, themes, and recommendations; prioritize issues with impact/effort and risk (SLA, compliance).
• Collaborate with UX Lead and BRIM SMEs to ensure research findings drive standard SAP configurations, minimizing customization and aligning with best practices.
• Partner with integration teams to research cross-channel experiences (CRM, payment gateways with tokenization and real-time payments, mediation/usage capture).
• Document accessibility findings and recommendations per WCAG; validate compliance considerations for PCI DSS and SOC1/SOC2 (e.g., role-based access, secure data handling).
• Publish research plans, protocols, scripts, findings, and recordings in approved repositories (Azure DevOps, SharePoint, ServiceNow); maintain audit-ready documentation.
• Support training and change management by translating research insights into user education materials and enablement sessions.
• Track UX research KPIs, create dashboards, and report trends to stakeholders; inform release readiness with evidence-based usability risk assessments.

Qualifications

• Bachelor’s degree in Human-Computer Interaction (HCI), Psychology, Information Systems, or related field.
• 4+ years conducting UX research for complex enterprise systems; 1–2+ years working with SAP or comparable ERP platforms.
• Familiarity with SAP BRIM (SOM, CI, CC) processes and SAP Fiori applications; ability to design studies around configured workflows.
• Proficiency with research and documentation tools (e.g., Figma, User Zoom/Lookback, Microsoft Word/PowerPoint/Excel, Visio).
• Experience managing work in Azure DevOps or JIRA; strong communication skills to influence product decisions.

Preferred Skills

• Experience researching payment gateway integrations, tokenization, and secure payment flows; awareness of PCI DSS and SOC1/SOC2 controls.
• Familiarity with SAP BTP, event-driven architecture, and API management from a user journey perspective (error states, resilience, observability).
• Experience supporting data migration/cutover from a usability perspective (delta loads, reconciliation, disputes).
• Background in Hybrid Agile delivery; ability to run research sprints, rapid tests, and contribute to continuous discovery.
• Graduate degree or portfolio demonstrating rigorous mixed-methods research and measurable outcomes in enterprise contexts is a plus.

Benefits

• Health insurance

Pay

Not specified

Schedule

Full time, at least 2 days on-site and possibly 3 days remote