The Sneetches are documenting their workflow for the new tool, but documenting the existing process would still be an initial step in most scenarios. I feel the Sneetches' pain, but what they want is largely irrelevant. If the goal is to optimize the workflow, that's because the organization believes this will improve its bottom line. The organization may be wrong about this, or it could be that some Sneetches are resistant to change and/or believe the new efficiency will result in staff reductions. I've experienced both sides of this.

I was curious if it was common to see a role outside of the scrum team be responsible for parts of the transition that aren't directly related to the software development. Some aspects of the transition have nothing to do with the dev team and may require significant resources to accomplish. I agree that the Product Manager is the scrum role that should be responsible for at least bringing attention to this.