Implementation ITSM Xurrent | Tooling Specialist Xurrent – Belgium; On-site

Who are we? The National Lottery celebrated its 90th anniversary in 2024 and remains faithful to its historical model: numerous players, reasonable stakes, an inherently responsible game which is built around a range of emblematic games and close proximity to all Belgians, particularly through support for good causes.

The National Lottery was lucky… and was ready: 1.666 billion euros in stakes in 2025 – a record level!

“Being ready” is first and foremost a question of capacity. Concretely, this means that we must be able to absorb very large peaks of activity, which can at certain times reach up to 5,000 participations per minute. This capacity is based on a solid ecosystem: a dense network, growing digital technology (massively mobile) and an application that has become a reflex for many players.

The continuity between retail and digital has been reinforced with very concrete gestures, now part of habits: consult, scan, buy, check.

Beyond flagship games like Euro Millions – the most played game in 2025 with 67.3 million moments of play (all channels combined) – and the renewal of the Lotto with ‘the house’ with an appointment once a month, on the last Saturday of the month, the dynamic is spreading throughout the portfolio. Instant games confirm their popularity, continuing their progression and also contributing to overall growth.

Finally, the fourth pillar of growth is confirmed with the other traditional drawing games, which continue to perform well and strengthen the balance of the National Lottery games portfolio.

This record year confirms the strength of the “hybrid” model, where the local network and digital are strengthened. The retail channel remains the majority: €1,172 million in sales in 2025 (+2.8%), or 70.3% of sales, and 6,748 points of sale. Digital continues to grow: €494 million (+19.6%), or 29.7% of stakes, with very mobile use (76.2% via mobile).

“We have become one of the largest e-commerce ecosystems in the country. And yet, our strength remains the same: a local lottery – digital and physical,” rejoices Jannie Haek, CEO of the National Lottery.

Record turnover and a record number of transactions also lead to higher earnings. In 2025, the National Lottery paid out 1.266 billion in winnings to its players via 117.2 million winning moments of play. The number of winnings distributed is up 17% compared to 2024, and the average winnings increase by around 1 euro.

But in the National Lottery, you never win alone. The very principle of a public lottery is that individual luck is part of a collective model:
The winners do not take back all the stakes, some of it serves community living. So, in the end, luck benefits everyone: the winners… and society.

“A record is good. But our real pride is in remaining a popular, responsible lottery, serving the country. In the National Lottery, you never win alone,” concludes Jannie Haek.

As part of the modernization of its ITSM environment, the National Lottery is implementing the Xurrent solution, intended to gradually replace the current Omnitracker tool, used in particular for the management of incidents, requests and IT workflows.

The objective is to:

• Migrate to a modern, standardized and best practices-oriented ITIL platform
• Accelerate the implementation and adoption of the tools
• Document a robust and scalable target architecture
• Guarantee an out-of-the-box (OOTB) approach in order to limit complexity and facilitate developments

Tooling Specialist Xurrent

ITSM Solution Architect

The Tooling Specialist is responsible for the configuration, implementation and operational optimization of Xurrent, respecting best pr ITIL actions and the defined framework.

Implementation & configuration

Configure ITSM modules in Xurrent:

• Configure workflows, forms, automation rules and service catalogs
• Guarantee a configuration consistent with a priority OOTB approach

Acceleration of implementation

Propose accelerators (templates, workflow models, quick wins) and support the rapid release into production of key ITIL processes, ensuring efficient delivery in collaboration with…