*** UPDATE Dec 20, 2010, We ended up using the tool MadCap Flare. I'll post some pros and cons later ***
So, we just hired a new documentation specialist. We're looking at a tool named Help Studio. If anyone has any suggestions please let me know.
I intend to treat her as any other developer (a pig). Currently our workflow is: Engineer Resolves Case to QA and QA Closes case. The new workflow that we will try out is: Engineer resolves case to Documentation, who then resolves to QA, who then closes.
Over the next couple of weeks I will write more about how things work out.