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. The SAP BRIM -User Experience (UX) Researcher plans and executes qualitative and quantitative research to inform the design of SAP Billing and Revenue Innovation Management (BRIM) solutions and related SAP S/4HANA components. Partnering with BRIM SMEs, functional consultants, trainers, and product teams, the researcher uncovers user needs across high-volume, consumption-based billing processes, subscription management, invoicing, disputes, and payments. The role designs research studies, synthesizes insights, and ensures findings drive SAP Fiori configurations and change management while meeting accessibility (WCAG) and compliance (PCI DSS, SOC1/SOC2) requirements., 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.

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. U.S. Citizenship Requirement: This position is restricted to U.S. citizens only in accordance with federal contract requirements. Applicants must provide proof of U.S. citizenship (such as a U.S. passport, birth certificate, or Certificate of Naturalization) prior to employment. Non-citizens, including lawful permanent residents (Green Card holders), are not eligible for this role.