Accounting Service Desk Specialist (Hybrid)

Naviga•Chicago, IL

13d•Hybrid

About The Position

This role is the primary point of contact for accounting and billing inquiries at a global law firm. It combines accounting knowledge with customer service, research, problem-solving, and operational support. The specialist works with attorneys, billing teams, finance professionals, business professionals, and external clients to investigate financial questions, resolve issues, and provide reliable service while following service-level agreements and firm policies. The position uses the ServiceNow ticketing system and professional email correspondence to document requests and resolutions, and routes out-of-scope issues to the appropriate internal teams while keeping requestors supported. It requires careful handling of sensitive financial data in accordance with accounting practices and legal confidentiality standards. The specialist also participates in ongoing training and uses feedback and technical documentation to strengthen subject-matter knowledge and service quality. The role offers a flexible hybrid work model across specified U.S. metropolitan markets. Candidates must work standard Central Time or Pacific Time hours. Occasional light travel of under 10% may be required for team alignment or specialized training.

Requirements

At least 2 years of high-volume accounting service experience in the professional services industry.
High school diploma or GED.
Demonstrated competence in Microsoft Office, including Excel proficiency with pivot tables and complex filters, and Word formatting capabilities.
Strong analytical, research, and problem-solving abilities, with high attention to detail and accuracy.
Exceptional written and verbal communication skills.
Ability to maintain confidentiality and professionalism.
Ability to work standard Central Time or Pacific Time hours.

Nice To Haves

Familiarity or working experience with Aderant legal management software, Chrome River, Kofax, or ServiceNow ticket management systems.
Associate’s or Bachelor’s degree in Accounting, Finance, or a related business field.

Responsibilities

Serve as the primary point of contact for accounting and billing inquiries from attorneys, billers, business professionals, and clients.
Assess, research, and accurately resolve complex financial and billing questions 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 correct internal resolver groups while supporting requestors throughout the process.
Follow firm policies, accounting practices, and legal confidentiality standards when handling sensitive financial data.
Participate in ongoing training and professional development to maintain knowledge of 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.