Implementation ITSM Xurrent | Solution Architect ITSM – Belgium

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 built around a range of emblematic games and close proximity to all Belgians, particularly through support for good causes.

In 2025, we achieved a record level of 1.666 billion euros in stakes. Our capacity allows us to absorb large peaks of activity, sometimes reaching up to 5,000 participations per minute, thanks to a solid ecosystem of retail, digital, and mobile solutions.

Our hybrid model continues to thrive, with retail accounting for 70.3% of sales and digital growing to 29.7%. In 2025, we paid out 1.266 billion euros in winnings to players via 117.2 million winning moments, reflecting our commitment to community and responsible gaming.

Mission context

As part of the modernization of its ITSM environment, the National Lottery is implementing the Xurrent solution to gradually replace the current Omnitracker tool. 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 to limit complexity and facilitate developments.

In this context, we are seeking two key profiles: Tooling Specialist Xurrent and ITSM Solution Architect.

Purpose of the role

The Solution Architect defines and guarantees the overall consistency of the Xurrent solution, both functionally and technically, in alignment with the ITSM strategy and the existing ecosystem.

Main responsibilities

• Solution design
  • Define the target architecture around Xurrent.
  • Formalize data model (CMDB, services, assets).
  • Formalize ITIL workflow architecture.
  • Formalize integration with an IPaaS layer implemented via Azure Integration Services.
• Ensure alignment with internal architecture and security principles.
• Integration & ecosystem
  • Design integrations with existing tools (monitoring, IAM, etc.).
  • Design integrations with integration platforms (IPaaS).
  • Guarantee the consistency of flows between systems (end‑to‑end ITSM).
• Governance & standards
  • OOTB vs customization.
  • Scalability.
  • Security and compliance.
• Implement design and development guidelines.
• Acceleration & guidance
  • Provide strategic recommendations to accelerate implementation.
  • Support key decisions.
  • Identify risks and propose mitigation plans.
• Documentation & communication
  • Participate in communication with IT teams, users, and suppliers.

Profile sought

• Significant experience in ITSM / SIAM architecture.
• Very good knowledge of ITIL processes; ITIL v4 certification is a minimum, ITIL v5 is a plus.
• Very good knowledge of the Xurrent tool.
• Experience in integrating ITSM tools.
• Ability to work on both functional and technical aspects.
• Excellent communication and documentation skills.
• Bilingual (FR/NL).

Expected result

• Rapid and controlled implementation of Xurrent.
• Adoption of standardized ITIL processes.
• Reduction of customizations.
• Complete documentation guaranteeing sustainability.
• Gradual transition controlled from Omnitracker.