Roles and skills Digital health care job roles reference
Illustrative Reference profiles for a generic digital health care organization, not official job descriptions. About this reference.

Problem analyst

Band 5 · Problem manager · 358 job evaluation points

UK GDaD PCF level: Problem analyst

Most often performed at Civil Service grade EO or HEO.

At this level, you will be responsible for maintaining software systems once they are up and running and, where necessary, support the problem manager in co-ordinating the resolution of any problems.

Contains public sector information from the UK Government Digital and Data Profession Capability Framework (https://understand-digital-data-roles-skills.service.gov.uk/), licensed under the Open Government Licence v3.0. © Crown copyright.

Responsibilities

Skills

SkillExpected levelWhat this level means
Asset and configuration managementUK GDaD PCFAwareness (1)

You can:

  • track, log and correct information to protect assets and components
Availability and capacity managementUK GDaD PCFWorking (2)

You can:

  • manage service components to ensure they meet business needs and key performance indicators (KPIs)
Change managementUK GDaD PCFAwareness (1)

You can:

  • implement change requests
  • apply change control procedures under supervision
Community collaborationUK GDaD PCFWorking (2)

You can:

  • contribute to the work of others
  • motivate and empower teams
  • create the right environment for teams to work in, and can identify the best team makeup depending on the situation
  • recognise and deal with issues
Continual service improvementUK GDaD PCFWorking (2)

You can:

  • identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Continuity managementUK GDaD PCFAwareness (1)

You can:

  • explain the basic principles of IT standard continuity management processes and procedures
Incident managementUK GDaD PCFWorking (2)

You can:

  • diagnose and prioritise incidents, investigate their causes and find resolutions
Ownership and initiativeUK GDaD PCFWorking (2)

You can:

  • own an issue until a new owner has been found or the problem has been mitigated or resolved
Problem managementUK GDaD PCFWorking (2)

You can:

  • initiate and monitor actions to investigate patterns and trends to resolve problems
  • effectively consult specialists where required
  • determine the appropriate resolution and assist with its implementation
  • determine preventative measures
Service focusUK GDaD PCFWorking (2)

You can:

  • take inputs and establish coherent frameworks that work
Service management framework knowledgeUK GDaD PCFAwareness (1)

You can:

  • show you have a Level 3 service management framework qualification
Technical understandingUK GDaD PCFAwareness (1)

You can:

  • show an awareness of the relevant subject matter and a high level understanding of what it involves
User focusUK GDaD PCFWorking (2)

You can:

  • identify and engage with users or stakeholders to collate user needs evidence
  • understand and define research that fits user needs
  • use quantitative and qualitative data about users to turn user focus into outcomes
Understanding health and care servicesThis referenceWorking (2)

You can:

  • explain the clinical and care workflows your work supports
  • use common health care terms correctly with clinical and care colleagues
  • recognize when a change could affect patient care and raise it
Information governance and data protectionThis referenceWorking (2)

You can:

  • apply data protection principles to your work
  • contribute to data protection impact assessments
  • handle information requests and records correctly
Clinical risk managementThis referenceAwareness (1)

You can:

  • explain how health IT systems can harm patients, for example through wrong, missing, or delayed information
  • report a possible clinical safety issue through the right route

Typical qualifications and experience

Band 5 outline

Knowledge
Professional or technical knowledge, typically from a degree or equivalent experience.
Autonomy
Works to broad objectives within professional standards; plans own work.
Scope
Own professional work within a team or product.
Leadership
May guide and check the work of support staff and apprentices.
Accountability
Quality of own professional work.

Job evaluation (illustrative)

FactorLevelLevel summaryPoints
Communication and relationship skills4Gives complex, sensitive, or contentious information needing persuasion, negotiation, or training skills, or highly complex information.32
Knowledge, training, and experience5Expertise in a specialism, underpinned by theory or practical experience (degree level or equivalent).120
Analytical and judgmental skills3Judgments on a range of facts or situations needing analysis or comparison of options.27
Planning and organizational skills2Plans straightforward tasks or activities, some ongoing.15
Physical skills3Developed skills needing speed or accuracy, such as advanced keyboard use.27
Responsibility for patient and client care1Helps patients, clients, or relatives during incidental contact.4
Responsibility for policy and service development3Implements policies for own area and proposes changes that affect other areas.21
Responsibility for financial and physical resources2Handles cash or valuables, looks after equipment used by others, controls stock, or authorizes small payments.12
Responsibility for people2Supervises or coordinates staff day to day, trains others regularly, or gives basic HR advice.12
Responsibility for information resources4Adapts or designs information systems to others' specifications, or runs information systems for a department as the main duty.24
Responsibility for research and development2Regularly does research, development, trials, or equipment and system testing as part of the job.12
Freedom to act3Follows defined policies and procedures; work is managed rather than supervised.21
Physical effort2Frequent sitting or standing in a restricted position, or occasional light to moderate effort.7
Mental effort3Frequent concentration on unpredictable work, or occasional prolonged concentration.12
Emotional effort1Rare exposure, or occasional indirect exposure, to distressing circumstances.5
Working conditions2Occasional unpleasant conditions, frequent travel or outdoor work, or near-continuous screen use on most days.7
Total (Band 5: 326 to 395)358

Self assessment

Rate what you do regularly now, add a short example as evidence, and plan an action for your most important gaps. Your answers are saved in this browser only.

Rated 0 of 16 skills: 0 meet the expected level, 0 below, 0 above.

Asset and configuration management Expected: Awareness
Availability and capacity management Expected: Working
Change management Expected: Awareness
Community collaboration Expected: Working
Continual service improvement Expected: Working
Continuity management Expected: Awareness
Incident management Expected: Working
Ownership and initiative Expected: Working
Problem management Expected: Working
Service focus Expected: Working
Service management framework knowledge Expected: Awareness
Technical understanding Expected: Awareness
User focus Expected: Working
Understanding health and care services Expected: Working
Information governance and data protection Expected: Working
Clinical risk management Expected: Awareness
Download blank file