Accounting Service Desk Specialist (Hybrid)

Naviga•Chicago, IL

27d•Hybrid

About The Position

The Accounting Service Desk Specialist serves as the primary contact for accounting and billing inquiries across a global law firm. The role combines accounting and billing knowledge with customer service, research, problem-solving, and operational support. It partners with attorneys, billing teams, finance professionals, and external clients to investigate financial questions, resolve issues, and provide consistent service. The position uses ServiceNow to document inquiries and resolutions, routes out-of-scope issues to appropriate internal resolver groups, and follows service-level agreements. It requires adherence to firm policies, accounting practices, and confidentiality standards when handling sensitive financial information. The specialist participates in training and professional development to maintain knowledge of firm accounting software and enterprise tools, and uses feedback and technical documentation to improve service quality. The role has a flexible hybrid work model across listed U.S. metropolitan markets. Candidates must align with standard Central Time or Pacific Time working hours. Occasional travel under 10% may be required for team alignment or specialized training.

Requirements

At least 2 years of dedicated accounting or billing experience within a law firm or professional services organization.
Hands-on proficiency and practical working experience with Aderant legal management software.
Competence in Microsoft Office, including Excel pivot tables and complex filters, and Word formatting.
Strong analytical, research, and problem-solving abilities, with attention to detail and accuracy.
Strong written and verbal communication skills, and the ability to maintain confidentiality and professionalism.
High School Diploma or GED.

Nice To Haves

Familiarity or working experience with Chrome River, Kofax, or ServiceNow ticket management systems.
Associate’s or Bachelor’s Degree in Accounting, Finance, or a related business field.
Curiosity about investigating financial transactions, a customer-centric approach, and effectiveness in collaborative, fast-paced environments.

Responsibilities

Serve as the primary point of contact for accounting and billing inquiries from attorneys, billers, business professionals, and clients.
Assess, research, and resolve complex financial and billing questions accurately while adhering to standard Service Level Agreements (SLAs).
Document inquiries, actions, and resolutions in ServiceNow and professional email correspondence.
Identify out-of-scope issues and route them to the appropriate internal resolver groups while supporting requestors throughout the process.
Maintain compliance with firm policies, accounting practices, and legal confidentiality standards when handling sensitive financial data.
Participate in training and professional development to maintain subject-matter expertise in firm accounting software and enterprise tools.
Use feedback and technical documentation to address knowledge gaps and improve service quality.
Build trust across internal departments through transparent communication, dependable follow-through, and service delivery.