Spend shows up in the budget long before a change shows up in the work. A team licenses a platform, announces a use case, and schedules training. What they have not done is sit with the person who does the job and write down the path, including the part that lives in her head and the part that lives in a side conversation.
That missing description is a role. Call it a process engineer, a service designer, an operator — the title matters less than the nerve to draw the real path and to say when it is not ready for a tool.
the map is the brief
A one-page map: what starts the work, the steps, the decision, the exception, the owner, the definition of done. If the team argues about the map, good. They are arguing about the work, which is the argument they should have had before the purchase order.
The tool comes after the map agrees with reality. Not after the map agrees with the vendor's diagram.
You cannot automate a process you are unwilling to describe.
this is design work
It is not a documentation chore to hand an intern. The person who draws the path is deciding where a machine is allowed to act and where a person must. That is the product decision, whether or not anyone calls it one.
If your rollout is a license, a kickoff, and a hope, hire or appoint the person who will watch the work. Do it before you add another tool to a path you still cannot draw.